IT Service Desk Technical Support Analyst

We are seeking a passionate individual to join our vibrant team at the University of Birmingham's IT Service Desk!

At the heart of our team lies a group of dedicated and enthusiastic individuals who are committed to providing excellent IT support to our diverse community. When you join us, you become a part of a family that values collaboration, innovation, and above all, a passion for delivering excellent customer service and for helping others succeed. Our team isn't just about fixing technical issues; we prioritise continual improvement and strive to elevate our standards every day, ensuring excellence in everything we do. In the role of Technical Support Analyst you will have the opportunity to not only hone your existing skills but also to embrace new challenges and expand your expertise in a supportive environment.

The post holder will form part of a team providing predominantly 2nd line remote computing support to academic, administrative and support staff, as well as students of the University.

The Service Desk is the primary point of contact for all users with computing issues, receiving enquiries in person, by telephone, and by a variety of web-based contact points. The post holder will be expected to resolve a high percentage of queries without referral, to utilise remote support software as and when required and to liaise with 3rd level technical teams to restore service as soon as possible.

Main Duties

Second Line Support

• Providing second line IT support to staff, students and visitors, via all of the Service Desk’s supported contact methods.
• Connecting to University and personally owned PCs and Macs using remote assistance software, and resolving any issues that do not require a personal visit.
• Troubleshooting and installation of software packages, including site licensed, commercial, free and centrally accessed software. 
• Using call-logging software to refer appropriate calls to specialist staff, ensuring that users receive responses within acceptable timescales by taking ownership, monitoring and tracking calls through to resolution within the ITIL framework.
• Developing a thorough knowledge of the organisational structure and IT infrastructure of the University, so as to be best placed to triage calls appropriately and understand the organisational impact of reported faults.

Required Knowledge, Skills, Qualifications, Experience

Skills and Knowledge

• A high level of expertise gained over two or more years, and backed up with appropriate certification and qualifications in one of the following (with working knowledge of the other):
  • Microsoft Windows 
  • Mac OS X

OR

• Working knowledge of all of the following:
  • Microsoft Windows
  • Mac OS X
  • Linux
  • iOS
  • Android
• Knowledge of email and email protocols
• Knowledge of wired and wireless networking protocols
• Knowledge of security solutions for the protection against and removal of viruses and malware
• Excellent communication skills and the ability to tailor responses to specific technical and non-technical audiences. 
• Excellent personal organisation

Informal enquiries to Joseph Townsend email: j.townsend.1@bham.ac.uk 

To download the full job description and details of this position and submit an electronic application online please click on the 'Apply’ button above.

Valuing excellence, sustaining investment

We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working.

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