Desktop Service Analyst

The University Information Services (UIS) provides the University of Cambridge, its Colleges and associated institutions with a very wide and constantly changing range of information technology (IT) related services in support of administration, research, and teaching.  The Infrastructure Division of the UIS comprises approximately 100 staff and is responsible for the provision and support of production UIS services provided to the collegiate University. Join us on our journey within the UIS division.

We are seeking a Desktop Service Analyst to join our team and be the first port of call for technical queries, solving complex technical problems of UIS and our services in person, by telephone or remote support via Teams or Zoom etc.

The role holder works as part of a Desktop and System support team providing a wide variety of services. A Desktop Service Analyst provides 1st and 2nd line support functions to a large group of diverse IT environments, leading to a wider range of problems than would normally be encountered by typical Departmental or College IT staff and therefore this role requires a wider range of expertise, strong and considerable problem-solving abilities.

Key duties and responsibilities

• Perform both first and second tier support via remote or onsite means.
• Prioritise and diagnose incidents and requests according to agreed procedures.
• Investigate causes and seek resolution.
• Escalate unresolved incidents and facilitate recovery.
• Act as the main contact point, receiving and handling requests for support via multiple channels. 
• Resolve a broad range of service requests based on the UIS service catalogue and procedures. 
• Analyse causes of incidents and inform service owners to minimize probability of recurrence and contribute to service improvement.

Skills, qualification and experience:

• The holder is expected to have a good education to HND or degree level in a relevant subject, or equivalent experience.
• The chosen candidate will have demonstrable knowledge and have comprehensive administration experience in at least two of the following technologies:

• •       Microsoft operating systems and their applications packages
  •       Apple Macintosh / iOS
  •       MS Intune
  •       Microsoft Entra / Azure
  •       Office 365 Networking

• Excellent technical trouble-shooting skills are required, including an understanding of how desktop systems operate in a client server environment. 
• Excellent communications skills are critical for the role. 
• The role holder must be self-motivated, willing to acquire new skills and knowledge, capable of working unsupervised and must be able to complete projects in a timely professional manner. 

Applications are welcome from internal candidates who would like to apply for the role on the basis of a secondment from their current role in the University.

We particularly welcome applications from women and/or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University.

To apply online for this vacancy and to view further information about the role, please click the apply button above.

If you have any queries before applying, please contact Ben Watkins (iss-manager@uis.cam.ac.uk)

Please quote reference VC41661 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

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