Assistant Support Analyst

Tamfol; Plymouth; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

25 days leave

Bank holidays

Cycle to work

Employee assistance

Job summary

You’ll join the IT Support Team at the University of Plymouth as an Assistant IT Support Analyst, helping students and staff with a wide range of technologies and services. Reporting to a Senior Support Analyst, you’ll resolve incidents, fulfil service requests and maintain records within the ITSM system.

This hybrid role requires on-site presence 3 days a week with some home-working flexibility, and a current driving licence for university vehicle duties.

Qualifications

• Excellent customer service skills.
• Strong communication with the ability to explain technical information clearly.
• A logical and analytical approach to problem solving and troubleshooting.
• The ability to organise and prioritise workload effectively in a busy environment.
• Enthusiastic approach to technology and committed to learning new skills.

Responsibilities

• Provide high-quality IT support to students and staff, delivering excellent customer service across a range of technologies and services.
• Investigate, manage and resolve IT incidents and service requests in line with agreed procedures and service standards.
• Take ownership of incidents and requests from initial contact through to resolution, ensuring customers are kept informed throughout.
• Work closely with colleagues across Technology & Information Services to resolve technical issues and support service delivery.
• Contribute to service improvement initiatives, knowledge sharing and the ongoing development of IT support services.

Skills

Customer service

Communication

Problem solving

Organization

Learning mindset

Job description

Join our IT Support Team and help make technology work for students and staff across the University.

As an Assistant IT Support Analyst, you’ll be at the heart of IT service delivery, resolving technical issues, supporting customers and developing your technical skills within a supportive and collaborative team environment.

About the role

Reporting to a Senior Support Analyst, the Assistant IT Support Analyst provides technical support to staff and students across the University.

You’ll investigate and resolve IT incidents, fulfil service requests, maintain accurate records within the IT Service Management system and deliver excellent customer service through a range of support channels. You’ll work across a broad range of technologies and services, helping to support teaching, learning, research and professional services.

This role provides an excellent opportunity to develop technical knowledge, build practical experience and progress a career within Technology & Information Services.

This role has no direct line management responsibility.

You will:

• Provide high-quality IT support to students and staff, delivering excellent customer service across a range of technologies and services.
• Investigate, manage and resolve IT incidents and service requests in line with agreed procedures and service standards.
• Take ownership of incidents and requests from initial contact through to resolution, ensuring customers are kept informed throughout.
• Work closely with colleagues across Technology & Information Services to resolve technical issues and support service delivery.
• Contribute to service improvement initiatives, knowledge sharing and the ongoing development of IT support services.

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.

We’re currently unable to sponsor this role under the Skilled Worker visa route. However, we welcome applicants who already have the right to work in the UK, including those on visa routes we can accept (e.g. Graduate visas).

What we’re looking for

You will have:

• Excellent customer service skills and a genuine desire to help people.
• Strong communication skills with the ability to explain technical information clearly.
• A logical and analytical approach to problem solving and troubleshooting.
• The ability to organise and prioritise workload effectively in a busy environment.
• An enthusiasic approach to technology and committed to learning new skills and developing technical knowledge.

For more information about the job and the person specification, please refer to the job description.

About us

You’ll be joining a friendly and supportive IT Support team responsible for delivering technology services to staff and students across the University.

The team supports a wide range of technologies and services, helping to ensure that teaching, learning, research and professional services can operate effectively. This is an exciting time to join as we continue to develop our integrated IT Support function, providing opportunities to broaden your technical skills, gain experience across multiple areas of IT support and contribute to services that have a direct impact on the student and staff experience.

Our Offer

We have a wide range of staff benefits available to employees, depending on eligibility:

• Generous annual leave: 25 Days Annual LeaveplusBank Holidays & Closure Days
• Cycle to Work & Electric Car Scheme
• Employee Assistance Programme
• Enhanced family leave

Additional Information

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. To find out more please visit our Equality, Diversity and Inclusion webpages