Senior Service Desk Analyst in Aberystwyth

The Role

To make an informal enquiry, please contact Jan Litton at jpl@aber. ac. uk

Appointments are normally made within 4-8 weeks of the closing date.

This job description is subject to review and amendment in the light of the changing needs of the University, to provide appropriate development opportunities and/or the addition of any other reasonable duties.

The post holder will report to the IT Service Desk Team Leader and will be part of the IT Service Desk Team.

What you’ll do

The IT Service Desk provides front line staffing during service hours and acts as the first point of contact for all users of ITServices – at the service desk, by phone, email, and online chat.

It facilitates access to ITServices, e. g. IT accounts, Aber cards, computing network, printing, email services, web services.

It provides an enquiry service and technical support for the University’s IT services in person, by phone, email, and online chat.

It troubleshoots any problems users experience with accessing or using ITServices and resolves them or refers them as appropriate.

It acts as point of contact / supplier liaison for all the University’s central printers (MFDs) and maintains the central printers in student spaces.

It provides an equipment loan service in support of the academic aims of the University.

It manages the allocation, return, reimaging and reallocation of centrally provided and departmental staff laptops.

It arranges warranty repairs of AU owned computers and peripherals.

It carries out minor repairs and upgrades of AU owned computers and peripherals.

It identifies devices which do not meet the University’s device management policy and notifies departments.

It provides a binding service to AU Staff and Students.

It provides a sales service for IT peripherals / consumables to AU Staff and Students.

It provides advice and support in the use of ITServices and other AU services both in person and via ITS webpages and FAQs.

It represents our users within ITS, e. g. presenting user feedback at meetings or user testing new services.

The post will be based in the Hugh Owen Library.

Training will be provided.

Main Duties & Responsibilities

• Acting as referral point for other members of the team, making decisions on how to respond
• In depth investigation of referred problems and resolving or referring on as appropriate.
• Diagnosing and resolving computing queries.
• Carrying out repairs and upgrades of AU owned computers and peripherals
• Arranging warranty repairs of AU owned computers and peripherals
• Liaising with staff in other teams or departments to resolve issues.
• Contributing to the Team knowledge base, researching and documenting step by step guides for troubleshooting
• Providing training for other members of the team
• Supervising the work of new staff and student placements
• Monitoring service mailbox and call management system to ensure SLAs are met.
• Deputising for IT Service Desk Leaders, supervising staff, and the service, allocating duties and making decisions.
• Testing new or changed services and producing user documentation.
• Staffing the enquiry desk, telephone help line, mail enquiry / online chat service
• Setting up computing accounts for users including activation of email accounts, production of Aber Cards, password changing, creation, renewal, and management of shared mailboxes
• Supporting the Instant Chat service used across the University.
• Participating in ITS projects as required.
• Writing webpages advertising our services
• Writing FAQs giving advice and support in using our services
• Carrying out Emergency procedures when needed e. g., Acting as a Fire Marshall
• Regular and timely collection of required statistics
• All administrative duties associated with the IT Service Desk
• Carrying out risk assessments
• To undertake health and safety duties and responsibilities appropriate to the post.
• To be committed to the University’s Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post.
• To be committed to your own development and that of your staff through the effective use of the University’s Effective Contribution Scheme.
• Any other reasonable duties requested commensurate with the grade of this role.
• Providing a wide range of computer support enabling students, staff, and visitors to access and use AU networked computers, their laptops, computers and mobile devices on our network and University IT systems.
• Managing equipment for the loan service
• Maintaining and monitoring the cross-campus central print service

The position is physically demanding therefore it is essential that the successful applicant has an appropriate level of health and fitness.

Appointment to this position may be subject to a satisfactory fitness assessment.

Who you are – Qualifications, Experience, Knowledge and Skills required

Essential

• Educated to degree level or equivalent qualification in a relevant discipline or comparable relevant experience.
• Experience of and confidence with different makes and types of hardware
• Experience of and confidence in navigating and configuring different operating systems
• Experience of investigating, researching, and troubleshooting complex computing issues with different operating systems and software packages.
• Ability to learn new skills quickly and understand and explain complex information to a varied audience.
• Customer services experience, ideally in a support environment
• Ability to communicate effectively on the phone, in person, via email or online chat
• Oral (spoken) and Written Welsh Level A1 or evidence to demonstrate an on-going commitment to learn Welsh to this level.

Desirable

• Full, valid UK driving licence.
• Oral (spoken) and Written Welsh Level B1
• Microsoft or Comp TIA certification.
• Knowledge of Aberystwyth University, its campuses, network and study environment
• Experience with a managed, centralised IT environment (Azure Intune/Windows domain)
• Ability to work independently and with minimum supervision.
• Ability to work under pressure and to respond to problems quickly and calmly.

*More information on Welsh Language Levels can be found at

https://www. aber. ac. uk/en/hr/policy-and-procedure/welsh-standards/

We welcome applicants from all backgrounds and communities and, those that are currently underrepresented in our workforce.

This includes but is not limited to Black, Asian and Minority Ethnic candidates, candidates with disabilities, and female candidates.

We are a Bilingual Institution which complies with the Welsh Language Standards and is committed to Equal Opportunities.

You are welcome to apply for any vacancy in Welsh or English and any application submitted will be treated equally.

Benefits

• Flexible working policy
• Hybrid Working
• 36.5-hour week for full-time roles
• Generous leave entitlements – 27 days annual leave plus bank holidays and university closed days
• Commitment to Professional Development
• Enhanced contribution to our workplace pension schemes
• Staff recognition and reward schemes
• Opportunity to learn the Welsh language for free
• Staff relocation bursary
• Maternity, Paternity, Parental and Adoption Leave
• Staff discount for gym facilities, hospitality, and retail on campus.
• Employment Visa

Under the UK Government’s points-based system scheme, this role does not meet the criteria to be sponsored by Aberystwyth University (AU) for a Skilled Worker Route (SWR) application.

• For more information, please visit: https://www. gov. uk/skilled-worker-visa
• #J-18808-Ljbffr