Senior Service Analyst (Standard Support - 2nd Line)

About the role 

You will be part of a team responsible for the provision of 2nd line support for all equipment, software and services supported by DDaT. 

This team is responsible for the effective response to, investigation of and resolution of all support requests; for the provision of 2nd line field support for all IT & Audio-Visual equipment and services supported by DDaT.

You will be actively involved in the day-to-day delivery of an effective IT Delivery Service to the University. The post-holder will act as the point of escalation for incidents and changes and will provide technical leadership and expertise in their area.

You may be part of the team responsible for ensuring the smooth operation of the IT Delivery & Operations Service Desk ‘counter’ (and associated booking and loan services for staff and students); and for the initial triage of support requests received.

This role includes line management responsibilities and will require the post-holder to lead a small team of Service Analysts with responsibility for deploying them in an effective manner as priorities change.

Assisting in developing IT Delivery and Operations support services, whilst maintaining positive relationships with the customer-base and staff within the Digital Data and Technology Department.

An ideal candidate in this role would have the following:

• Experience of supporting IT or Audio-Visual hardware, software or services (1st and 2nd tier) ideally in an academic environment.
• Functional knowledge of IT Service Management principles and experience 
• Experience of effective working in a customer service environment
• Would be a confident user of Microsoft Office products and able to provide advice and support on these products. 
• Experience of using email and calendaring software in a business or academic environment.

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 a 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 the university. We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment.

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. 

Further details:

• Job Description & Person Specification
• Appendix
• Terms and Conditions of Employment

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