1st Line IT Service Desk Analyst

About The University

Swansea University is a research-led university that has been making a difference since 1920. The University community thrives on exploration and discovery and offers the right balance of excellent teaching and research, matched by an enviable quality of life. Our stunning waterfront campuses and multicultural community make us a desirable workplace for colleagues from around the world. Our reward and benefits, and ways of working enable those who join us to have enriching careers, matched by an excellent work-life balance.

About The Role

This is a Permanent role working full-time. The 1st Line IT Service Desk Analyst will work within the Service Desk team, the wider Digital Services department and in partnership with other Professional Service departments to deliver high quality IT support to our Students and Staff in the following functions:

• Customer Service – Provide excellent Customer Service for all Students & Staff engaging with Digital Services across both of our Campuses, including at business events & activities including (but not limited to) Clearing, Enrolment, Conferences and Open Days.
• Incident Management and Request Fulfilment – Follow the Incident Management and Request Fulfilment processes, in line with Service Desk objectives, to resolve as many Incidents and Requests as possible (using all appropriate data sources such as historical incidents or requests, knowledge bases, experience and knowledge within the IT Service Desk team). Escalate appropriately any such Incidents or Requests that cannot be resolved in an appropriate timescale.
• Continual Service Improvement – Contribute to development of processes where none exist, and the creation, review and maintenance of knowledge bases, to assist with ongoing incident or request resolution.

This role will suit applicants who have a passion for delivering excellent customer service and have a keen interest or some experience in IT. The post holder will need to be highly organised, proactive, with a strong eye for detail and ability to problem-solve. The role will involve working closely with IT staff from Digital Services so the ability to form effective working relationships and gain a thorough understanding of academic programmes and regulations is essential. The post holder is responsible for ensuring they work in accordance with all University policies and procedures, governance and constitutional frameworks, seeking guidance from team leaders/managers where appropriate.

Equality, Diversity & Inclusion

The University is committed to supporting and promoting equality and diversity in all its practices and activities. We aim to establish an inclusive environment and welcome diverse applications from the following protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic and national origin), religion or belief, sex, sexual orientation. As an inclusive and welcoming workplace, we value people for their skills regardless of their background. Applications are welcome in Welsh and will not be treated less favourably than those submitted in English. We have an under-representation of women and ethnic minority colleagues in Digital Services and would particularly encourage applications from these groups. Appointments will always be made on merit.

Welsh Language Skills

The Welsh language level required for this role is Level 1 - A little. The role holder will be able to pronounce Welsh words, answer the phone in Welsh (good morning/afternoon) and use very basic everyday words and phrases (thank you, please etc.). Level 1 can be reached by completing a 1 hour course. The University is a proud bilingual institution, our Welsh Language Strategy outlines our aspiration to promote the language and enable our staff to engage with the language as an additional workplace skill and as a gateway to new cultural and social opportunities. Applications are welcome in Welsh and will not be treated less favourably than those submitted in English. Welsh speakers have the right to an interview in Welsh. Applicants for a role where Welsh skills are essential are expected to present their application in Welsh and will be interviewed in Welsh, if shortlisted.

Additional Information

Applications for this role will take the format of a CV submission and cover letter.