Support Analyst
University of Plymouth, Barbican, City of Plymouth
Support Analyst
Salary not available. View on company website.
University of Plymouth, Barbican, City of Plymouth
- Full time
- Permanent
- Remote working
Posted 1 week ago, 19 Sep | Get your application in now before you miss out!
Closing date: Closing date not specified
Job ref: 117444f6b7ec48d8a7e596eb38162ebc
Location ref: Barbican, City of Plymouth
Full Job Description
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.