At a Glance
- Tasks: Lead IT support initiatives and resolve complex technical challenges.
- Company: Join the University of Plymouth's innovative IT Support team.
- Benefits: Enjoy generous leave, pension schemes, and flexible working options.
- Other info: Be part of a diverse team focused on continual improvement and innovation.
- Why this job: Make a real impact in IT while developing your leadership skills.
- Qualifications: Experience in enterprise IT support and strong communication skills required.
The predicted salary is between 35608 - 38784 £ per year.
Looking for your next challenge in IT Leadership? Join our IT Support team as a Senior Support Analyst (Technical Lead) where you'll influence the direction of support services, drive service improvements, lead technical initiatives and act as a senior technical authority across Service Desk and Desktop Support.
About the role
Reporting to the Support Team Manager, the Senior Support Analyst (Technical Lead) provides technical leadership across the IT Support function, supporting the delivery of IT Support services across Service Desk and Desktop Support functions. The role acts as a senior technical escalation point for complex incidents and service issues, whilst also contributing to service improvement initiatives, project delivery, service ownership and ITSM process development. You will work closely with colleagues across Technology & Information Services and may be required to undertake line management responsibilities where operationally required.
You will:
- Provide technical leadership and expertise across Service Desk and Desktop Support functions, supporting the resolution of complex incidents and technical challenges.
- Take ownership of IT services and contribute to the continual improvement of service quality, customer experience and operational efficiency.
- Support the development and operation of IT service management processes including Incident Management, Request Fulfilment, Major Incident Management, Problem Management and Knowledge Management.
- Lead or contribute to technical projects, service introductions and technology change initiatives.
- Coach and support colleagues, sharing technical knowledge and undertaking line management responsibilities where required.
For this role, you will need to be on site 3 days a week. Although we can accommodate working from home for this role, flexibility to be on-site will be expected due to business needs. A current full driving licence (manual transmission) is essential as you will be driving University of Plymouth vehicles. This role is also subject to health surveillance with our Occupational Health team.
What we’re looking for
You will have:
- Significant experience supporting and troubleshooting enterprise IT services and technologies.
- Experience working within an ITIL-aligned support environment with a focus on continual service improvement.
- Ability to lead technical initiatives, influence decision-making and provide guidance to colleagues.
- Excellent communication skills with the ability to engage both technical and non-technical audiences.
- Strong analytical and troubleshooting skills with the ability to manage complex technical issues through to resolution.
About us
You’ll be joining a newly integrated IT Support team responsible for delivering support services across the University. The team combines Service Desk and Desktop Support expertise to provide a customer-focused, flexible and collaborative support function. This is an exciting time to join as we continue to develop our operating model, introduce new technologies and drive continual improvement across the services we provide to staff and students.
Our Offer
A successful external candidate for this position would be employed by the University of Plymouth Services Limited, a wholly owned subsidiary of the University of Plymouth. Employees of the University of Plymouth Services Limited work alongside the University of Plymouth colleagues in delivery of Plymouth’s strategic vision, and will adopt the University of Plymouth’s HR policies and procedures in full unless otherwise stated. We have a wide range of staff benefits available to employees, depending on eligibility:
- Generous annual leave: 25 Days Annual Leave plus Bank Holidays & Closure Days
- Generous pension scheme
- Cycle to Work & Electric Car Scheme
- Employee Assistance Programme
- Development opportunities
- Enhanced family leave
- Flexible working
- Retailer discounts
- On-site nursery
A summary of our comprehensive benefits can be viewed here.
The University of Plymouth is building an inclusive and equitable university where everyone feels represented, supported, and empowered to thrive. Our commitment to equity, diversity and inclusion is guided by the Inclusive Institutions Framework, a strategic and externally validated approach that embeds these principles across the entire institution.
Senior Support Analyst in Plymouth employer: University of Plymouth
The University of Plymouth is an exceptional employer, offering a vibrant work culture that prioritises innovation and collaboration in the field of LawTech and AI. With generous benefits such as 35 days of annual leave, a robust pension scheme, and extensive professional development opportunities, employees are supported in their growth while contributing to a transformative educational experience. Located in a dynamic academic environment, the university fosters inclusivity and diversity, ensuring that all staff feel valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Analyst in Plymouth
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what University of Plymouth values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges University of Plymouth might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at University of Plymouth!
✨Direct Apply to University of Plymouth
Let's not forget to apply directly through the University of Plymouth website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Support Analyst in Plymouth
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at University of Plymouth.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at University of Plymouth. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at University of Plymouth
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
