Support Analyst in London

About us

UCL is a world-leading teaching and research university, regularly ranked in the global top ten, and is committed to taking on the hardest global challenges. The Information Services Division (ISD) is the primary provider of IT services to UCL, supporting learning, teaching, research and administration for over 50,000 staff and students.

Our ambition is to be the leading IT services group in the higher education sector. We’re growing our capability in user experience, agile development, security, cloud, service management and partnering, while modernising our technology foundations and digitising university processes.

IT Service Operations manages the infrastructure and data platforms behind UCL’s central IT services, including data centres, cloud, networks, telephony, collaboration tools and enterprise applications. It also provides end-to-end service management, so that UCL’s IT services are relevant, responsive and resilient.

About the role

As Support Analyst, you’ll be the link between our users and the teams and suppliers who keep our systems running. You’ll receive, handle, document and resolve support and development requests, following agreed procedures. This includes managing priority and critical incidents and escalating where needed.

You will:

• Resolve incidents and support requests, keeping clear records and working with internal teams and external suppliers where required
• Carry out problem management and root cause analysis on recurring incidents, making sure corrective actions are tracked and implemented
• Monitor service health, incident trends and performance indicators, spotting opportunities to prevent issues and improve reliability
• Create and maintain support documentation, knowledge base articles and user manuals for applications and technical components
• Develop training materials and deliver training to staff, including upskilling colleagues who provide first line support
• Carry out business as usual release testing, creating and maintaining test scripts and coordinating testing activities
• Contribute to projects by proposing and discussing potential solutions

You’ll report to the Senior CRM Functional Consultant and will have no direct reports. UCL operates agile working practices, including opportunities for compressed working hours. Occasional work outside normal hours or on weekends may be required, and annual leave may be restricted at peak times such as the main enrolment period.

About you

You’ll be a calm, organised problem solver with a strong customer service focus, who enjoys explaining technical things in a way non-technical users can follow. You’ll have:

• Education to A-level standard or equivalent
• Experience working in the higher education sector and using a Service Desk call logging and tracking system
• Experience providing IT and/or e-learning support across a range of services in a large, complex organisation
• Experience in a client-facing role, prioritising tasks, dealing with difficult clients and resolving problems
• Experience handling complex user administration requests, including access and digital education technology resource allocation
• Experience delivering staff training and producing training materials
• Experience using Microsoft Dynamics 365 Customer Service, including configuration, administration, troubleshooting and supporting business users to get the most from the platform
• Experience working collaboratively, reviewing practices and feeding back findings in a customer service environment
• Excellent IT skills, including advanced knowledge of MS Office and experience using databases
• Strong analytical and problem-solving skills, with the ability to analyse, interpret and prepare data for different audiences
• Excellent organisational skills and attention to detail, and the ability to prioritise and stay calm under pressure to meet service standards
• Excellent written and verbal communication skills for working with students, academics, colleagues, external stakeholders and suppliers

You’ll also share our ways of working: making best practice a priority, documenting and sharing solutions, and anticipating issues and adjusting your approach where necessary. A commitment to, and knowledge of, advancing equality, diversity and inclusion is desirable.

What we offer

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

• 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
• Additional 5 days’ annual leave purchase scheme
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• Immigration loan
• Relocation scheme for certain posts
• On-Site nursery
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insurance

Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.

Our commitment to Equality, Diversity and Inclusion

As London’s Global University, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We particularly encourage applications from candidates underrepresented in UCL’s workforce, including those from Black, Asian and ethnic minority backgrounds, disabled people, and – for Grade 9 and 10 roles – women. Read more: UCL Equality, Diversity and Inclusion. Applicants should also familiarise themselves with UCL’s policies on: Prevention of Bullying, Harassment and Sexual Misconduct Policy and Personal Relationships Policy