Support Analyst

Do you have experience working in an IT, AV or library support role?  Do you have the ability to empower others to use those services and systems?  If the answer is yes then this may be the ideal role for you.

In the role of a Support Analyst you will provide timely and efficient customer-focused support for all users of IT and library services (students, staff and visitors) via chat, email, telephone and face to face. You will use and proactively improve documentation and procedures to answer a broad range of queries and escalate issues when appropriate. 

The Support Analyst will help to resolve student and staff issues with the use of standard and corporate technologies for their work, study and research as well as when using library, IT and AV equipment in the library, classrooms and other learning spaces across all relevant campuses and centres. 

The role contributes to the library liaison/student support function to ensure students are supported.

As a Support Analyst you can expect to be involved in:

• Providing friendly and accessible library, IT and AV support to rectify faults, give advice, resolve issues and fulfil a broad range of service requests to enable University business and minimise the impact of faults.  Negotiating appropriate resolutions with customers while balancing available resource, University priorities and the individual’s needs. Explaining often complex solutions in customer friendly but accurate terms.
• Helping students, staff and visitors to locate, access and use the physical and digital resources provided by IS, including access to library collections, equipment, learning spaces and specialist software.
• Supporting, training and helping to develop the Assistant Support Analysts and Assistant Support to ensure they are able to provide excellent, knowledgeable support services and can find resources to help them do their work effectively.

What will you bring to the role?

• Educated to A level or equivalent work experience
• Experience working in an IT, AV or library support or development role that involved empowering others to use the services and systems provided
• Demonstrable experience of IT and/or library systems and tools such as library catalogue systems and collaborative tools such as Microsoft 365

What we can offer in return:

As a member of our team, you can expect a friendly, open and collaborative working environment and support in your development and wellbeing. You'll enjoy a range of great staff benefits including:

• Hybrid working options allowing a flexible blend of office and home working (to be agreed in line with business needs)
• 43 days' leave per year (personal leave, bank holidays and additional days allocated for the Christmas period, pro rata for part-time staff)
• Excellent pension scheme with generous employer contributions
• Corporate employee-funded healthcare plan, in partnership with Benenden Health

For more information about what you can look forward to if you join us, visit our dedicated webpage: Working at Kent

We are ambitious for our people, our communities and the region we serve – join us in making the world a better place. Visit our website for more on who we are: http://www.kent.ac.uk/about/

Please see the links below to view the full job description and to apply for this post. For further information regarding the application process, please contact peopleserviceshr@kent.ac.uk quoting reference number IS-148-25.

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