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It Support Analyst


Posted on Dec 3, 2021 by CV-Library

West Midlands (County), United Kingdom
Immediate Start
£30k - £32.6k Annual
IT Support Analyst

Salary: £29,951 to £32,555 per annum (+ 5% shift allowance on top)

Birmingham City University is a large and diverse place to study right in the heart of the city and we currently have an exciting opportunity for IT Support Analysts to join our dynamic team working across our sites. These 12 month fixed term roles will join established local support teams and play a major part in supporting students and staff in one of our teaching buildings. These roles will cover staff who have been seconded for 12 months into other teams, so will remain part of their local support site for the duration of the contract. This will suit candidates who have a strong background in IT customer service and first line support roles, looking for an opportunity in an exciting, busy environment.

Working directly with students, staff and other users of our buildings, you will be responsible for day to day IT support, providing excellent customer service, and managing incidents and service requests which have been assigned to the team. You will spend some time working on a busy helpdesk as well as directly with customers across our buildings, in partnership with our wider technical teams, responsible for the smooth running of the technology in the environment, including AV equipment, infrastructure and end user devices.

Successful candidates will work in one of the following environments:

* o Curzon Building (City Centre Campus)

* o Millennium Point/Parkside Building (City Centre Campus)

* o Mary Seacole Building (City South Campus)

* o School of Jewellery and School of Art

IT Support Analysts will:

* o Own and manage calls allocated through the Service Desk, working on resolution of incidents under our Service Level Agreements.

* o Work directly with staff, students and other customers to understand, evaluate and log their incidents and service requests.

* o Ensure excellent customer service as part of a team working on the face to face Helpdesk.

* o Provide proactive maintenance to the workstations and AV equipment in the supported buildings.

* o Liaise with second and third line teams to resolve complex incidents and problems.

* o Demonstrate experience in IT support roles, ideally in busy organisations with a large customer base.

* o Excellent customer service skills, with proven experience in working closely with customers to support their work.

* o Strong knowledge of tools used to support IT infrastructure, applications, account management and hardware.

* o Experience in deploying workstations to customers with diverse backgrounds and experience with technology.

* o Good working knowledge of ITIL practices.

* o A background in higher education environments would be advantageous.

* o A degree or equivalent qualification would be advantageous.

With around 26,900 students from 100 countries, Birmingham City University is a large and diverse learning community. We put students at the heart of everything we do, giving them the best opportunities for future success. The University has an enviable reputation for providing quality, student-focused education in a professional and friendly environment. Our superb courses, state-of-the-art facilities, first-rate academics, and focus on practical skills and professional relevance all support our graduates’ future employability.

Our staff and student community is defined by our core values, which outline who we are as a University and how we will work with each other. Our core values are Excellence, People focused, Partnership working and Fairness and integrity.

The University is committed to internationalism and diversity and welcomes applications from all countries, faiths and backgrounds.

Please note on occasions where we receive a large number of applications, we may close the advert ahead of the publicised closing date. If this does happen, we will contact all candidates via email who have started but not yet completed their application, giving 48 hours’ notice. We would therefore advise that you submit your completed application as soon as possible.

Fixed Term 12 Months

Closing Date: Wednesday 22 December 2021

Interview Date: Friday 14 January 2022

Reference: (phone number removed)

Reference: 215314119

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