Assistant Support Analyst

Plymouth University; Plymouth; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Generous annual leave

Generous pension scheme

Cycle to Work & Electric Car Scheme

Employee Assistance Programme

Development opportunities

Enhanced family leave

Flexible working

Retailer discounts

On-site nursery

Job summary

University of Plymouth is seeking an Assistant IT Support Analyst to provide practical IT support to staff and students across a range of technologies, resolving incidents and fulfilling service requests. You’ll investigate and resolve IT incidents, maintain records, and deliver excellent customer service across multiple channels.

You’ll be on-site 3 days a week, with flexibility for home working where possible.

Qualifications

• Excellent customer service skills.
• Strong communication to explain technical information clearly.
• Logical and analytical approach to problem solving.

Responsibilities

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

Skills

Customer service

Clear communication

Analytical problem solving

Workload prioritisation

Tech enthusiasm

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.

Key responsibilities:

• Customer Support
• Provide high‑quality IT support to students and staff, delivering excellent customer service across a range of technologies and services.
• Incident & Request Management
• Investigate, manage and resolve IT incidents and service requests in line with agreed procedures and service standards.
• Ownership & Resolution
• Take ownership of incidents and requests from initial contact through to resolution, ensuring customers are kept informed throughout.
• Team Collaboration
• Work closely with colleagues across Technology & Information Services to resolve technical issues and support service delivery.
• Continuous ImprovementContribute 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

• 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.
• Ability to organise and prioritise workload effectively in a busy environment.
• Enthusiastic about technology and committed to learning new skills and developing technical knowledge.

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

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 (pro rata if part‑time) 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

*Pro rata if part‑time/fixed term contract*

A summary of our comprehensive benefits can be viewed .

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