Service Analyst (1st Line Standard Support) (CH11558)

Job title Service Analyst (1st Line Standard Support)

Department Digital, Data & Technology Group

Salary Starting from £25,138, rising to £28,759 pro rata per annum

Grade Grade 5

Contract Type Part Time, Open Ended

Placed on Friday 22 March 2024

Closing date Sunday 07 April 2024

Interview date To be confirmed

Reference CH11558

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About the role

Working in Standard Support 1st Line/Service Desk Team:

This team provides initial triage of all tickets/support requests received by DDaT Service Desk.

this may be done in person at the Service Desk - speaking to staff/students who walk up to the desk with a query, or responding to tickets

this may be done from home (where team staffing levels support option for hybrid working)

This team provides 1st line support for all standard use of equipment, software and services supported by DDaT and this may be done:

through response to a ticket (including escalation to another support team when appropriate)

through a remote support session on a user's device

through a visit to a teaching/learning space, meeting room or office to investigate issue reported

Manage booking, issue and return of DDaT loan equipment.

Assist with deployment of DDaT supported equipment to teaching/learning spaces, meeting rooms and offices as needed

This role is offered on a part time (14.6 hours per week) job share, permanent basis.

About you

Previous experience of supporting IT or Audio Visual hardware, software, and services.

Confident user of Microsoft Office products and able to provide advice and support on these products.

Experience of using email and calendaring software (preferably in a business or academic environment).

For informal discussions about the role please contact Sherilyn Elmes on [email protected] or Tim Jones on [email protected]

What we can offer you:

a very generous employer contributory pension scheme

generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance

we are a family-friendly University and with an increasingly agile workforce, are open to flexible working arrangements

an excellent reward package that recognises the talents of our diverse workforce

a wide range of personal and professional development opportunities

a number of support options available for new and existing staff to help with the cost of some immigration expenses which you may be eligible for: Relocation allowance, Visa Reimbursement, Interest-Free Loan.

Find out more about our benefits.

We consider ourselves to be an inclusive university, where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students, so we encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on our teams.

We are very proud to be an autism friendly university and are an accredited Disability Confident Leader; committed to building disability confidence and supporting disabled staff.

Find out from our staff what makes the University of Bath a great place to work. Follow us @UniofBath and @UniofBathJobs on Twitter for more information.

Further details:

Job Description & Person Specification

Appendix

Terms of Employment

We are constantly seeking to reduce the unconscious bias that enters any assessment process, with the goal of creating an inclusive and equal assessment process. To support this, personal details will be removed from application forms at the initial shortlisting stage.