Service Analyst (2nd Line)

This is a great opportunity for you to develop your IT and Audio Visual(AV) career, if you have a background in or a passion for technology, we'd love to hear from you. You'd be joining our small, experienced standard support team in a 2^nd line support role working in a fast-paced environment where you will gain experience and exposure to a variety of challenges and problems that will build your expertise.

About the role

You will work with the team to provide an outstanding IT service to both our students and staff. No two days will be the same, providing help and advice in person, via telephone and remote support as well as through our ticket management system (TOPdesk). You will play a key part in creating an exceptional IT infrastructure in our world-leading research and teaching focussed university.

 As part of our supportive team of 11 second line analysts, you will be supporting administrative, teaching, and learning activities across the university. Your key activities will include:

• Rectifying faults and providing advice on a wide range of hardware including audio visual equipment, operating systems, and software.
• Investigating and providing basic hardware and audio visual repairs
• Assisting with the build and deployment of DDaT supported equipment to teaching/learning spaces, meeting rooms and offices as needed
• Helping to develop our knowledge base and self-help guides
• Work on projects/small works as required and as staff resource allows.

This role is offered on a full time (36.5 hours per week) permanent basis. 

About you 

You will be interested in developing your career within IT and AV and enjoy problem-solving software and hardware issues as well as getting hands-on in delivering great support. You will also have:

• Great customer service skills with the ability to communicate with a wide range of people.
• Either through study, personal interest or work you will understand one or multiple operating systems e.g., Windows, MacOS, Linux, mobile platforms and / or Audio Visual equipment.
• Experience using a variety of common Office software.
• Ideally have some experience of basic hardware repairs.
• Be self-motivated.
• Be able to work alone, in a team or with your peers.
• Have excellent interpersonal skills.
• Enjoy working in a customer facing fast paced environment and be able to multitask and prioritise effectively.

For informal discussions about the role please contact Sherilyn Elmes on ccssre@bath.ac.uk or Adrian Hooper onpysamh@bath.ac.uk

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