Support Analyst (Application Support)

We are looking for a full-time Application Support Analyst to join us here at UWE to support the main applications used by staff and students at the University. These include our student records applications, submission application, Microsoft Sharepoint and our own in-house application MyUWE.

We can offer a competitive salary, great working environment, up-to-date training and development and the opportunity to work remotely – we are currently working in a Hybrid model so need you on-site twice a week and occasionally for maintenance activities, workshops, etc. (please only apply if you are in a commutable distance from our Frenchay campus).

Working in a team of 9, we provide a second line support desk providing in-depth support for configuration and data within the Applications. Although not developing the applications themselves we are seeking to be the last stage of support before involving our development teams who we liaise with regularly. We strive to resolve as many issues as we can without escalating to development, this includes directly working with staff and students from various parts of the University.

About the role

Act as a support analyst for the University’s main applications, encompassing both in-house and third-party applications. This role involves talking to staff and students about their issues through various channels aiming to resolve their IT problems as quickly and efficiently as possible.

Here are some tasks you can expect to be involved in as a Senior Platforms Engineer:

• Technology application - Act as the technical authority, advising on the application and implementation of technologies.
• Technical delivery - Collaborate with Principal Engineers and Enterprise Architects to identify technical solutions, design systems, and take ownership of technical delivery.
• Systems expertise - Provide technical expertise and knowledge transfer as part of the ITS team, including supporting application development and testing for new or upgraded systems.
• Problem solving - Serve as a point of technical escalation for problems and significant incidents, responding within agreed SLAs. Apply fixes and workarounds as needed, advising senior team members on preferred solutions, implications, and risks.
• Communication - Escalate and communicate significant risks to stakeholders, detailing potential business impacts.
• Infrastructure maintenance – Perform ongoing maintenance and complex changes to IT infrastructure and systems.

About you

The successful candidate will have Hands-on experience/expertise of the following:

• Expertise in using Microsoft Windows, Teams and Outlook and other aspects of the Microsoft Office Suite.
• Experience in IT Support in a complex organisation
• Experience of incident and problem management for complex multiuser systems
• Excellent communication skills with the ability to work with technical and non-technical staff.
• A logical, patient, problem-solving mindset with the ability to stay calm when others may be becoming stressed or impatient for a resolution.
• The ability to maintain good positive relationships with internal and external partners.
• Someone keen and open to learn new things, to be innovative and pro-active within their role as part of being in the team involves aiming to reduce problems.

Where is this role based?

This post is based at our lively Frenchay campus

Further information

If you would like to speak to us to find out more about this role please contact Stella Sage email: stella.sageuwe.ac.uk

This is a full-time, permanent post, working 37 hours per week.

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