Service Desk Analyst (IT Support Technician) (fixed term)

Job title Service Desk Analyst (IT Support Technician) (fixed term)

Department Digital, Data & Technology Group

Salary Starting from £22,017, rising to £25,482 Pro Rata for fixed term

Grade Grade 5

Placed on Tuesday 13 August 2019

Closing date Sunday 01 September 2019

Interview date Tuesday 10 September 2019

Reference SJ7018

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This is an exciting opportunity for a someone with a passion for IT and service delivery to join our Service Desk team within the University of Bath's Digital, Data and Technology Group on a fixed term basis until 28th March 2020.

Our IT Technicians provide customer focused, friendly assistance for staff and students in person, by phone, email or other electronic means. They ensure that phone calls and other communications are handled in a customer friendly and professional manner and are recorded appropriately in our call management system using clear written communication.

You will provide sympathetic advice to customers on their IT queries, remaining calm under pressure, and where possible resolving their query or problem at first contact. You will also follow standard diagnosis routines to identify the caller and type of problem gaining sufficient information to resolve the query or where applicable to escalate to other teams within Computing Services and the wider University community.

You will be expected to contribute to discussions about improving methods of working, to follow those methods once agreed and to document and maintain those methods so they become knowledge for staff across Computing Services.

As part of our ongoing commitment to improve customer experience and continual service improvement, we are implementing policies and procedures based on the ITIL framework. Knowledge and experience of working in such a framework would be advantageous as would experience of the usage of ITSM systems.

The University of Bath is one of the UK's top 10 Universities with an international reputation for research and teaching at the highest academic standards. The University's buildings are set in an attractive campus about a mile from the centre of Bath, a World Heritage City.

We are committed to personal and professional development. In addition we offer the following employee benefits:

  • Generous Pension Scheme
  • 36 days holiday (annual leave, discretionary days and bank holidays)
  • A flexible working environment
  • Ofsted outstanding rated onsite nursery and childcare vouchers schemes
  • Salary exchange scheme (cycle to work)
  • Interest free loans for public transport seasons tickets and motorcycle purchases for commuting
  • Onsite private and NHS dentist, onsite medical centre
  • Discounted physiotherapy services
  • Onsite parking

If you’d like to find out more about working for Computing Services please visit our webpage 

For an informal discussion about this role, please contact Sherilyn Elmes, Service Manager (Service Desk) by email: s.r.elmes@bath.ac.uk

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Further details:
The University of Bath is an equal opportunities employer and has an excellent international reputation with staff from over 60 different nations. To achieve our global aspirations, we welcome applicants from all backgrounds.