Description
An exciting opportunity has arisen at our London campus in Hoxton, East London, for a Technical Support Analyst, who will be responsible for the responsive, effective delivery of customer-focused, professional IT support services to the students and staff of Bath Spa University London. About the Role
As Technical Support Analyst you will be the first point of contact for all technical support enquiries and will use your broad technical knowledge to support and manage the IT services on campus, working both independently and in close collaboration with both the Campus Operations Team and the main IT Services team based in Bath. You will also provide technical support and maintenance for our student and staff devices and printers, adhering to our IT standards, and be the first point of contact for incidents and service requests, using our IT Service Management System, telephone, Chat, and in-person visits. Your responsibilities will include logging, updating, and closing calls within SLA, owning incidents from start to finish, and escalating complex issues as needed. Collaborating with various IT teams, you'll contribute to documentation, recommend future service improvements, and self-service options. In addition, you will engage with stakeholders and represent Bath Spa University London’s service user needs and expectations where appropriate. About You
You will be a self-motivated individual with strong attention to detail, prioritising tasks effectively and collaborating seamlessly within a local and remote team. Your exceptional communication and customer service skills, both verbal and written, will be vital in conveying technical information to specialists and non-specialists alike. You will have experience in higher education IT support, hold an ITIL Foundation certification or higher, and be familiar with Service Desk systems and ITSM tools. You will also have expertise in supporting various IT applications and platforms including MS365, coupled with a willingness to learn new technologies aligning with Bath Spa's Digital Innovation Strategy, including Adobe Creative Cloud applications, which will drive your ongoing professional development in this role. Additional Information
This role will involve Saturday working and may involve some evening work. You will also be required to undergo a DBS Check. Staff Benefits
Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme) Enhanced paid leave - 41 - 46 days (Full Time) - more details here:
Staff Benefits Family friendly policies including hybrid working, flexible work environment, and on-site nursery. For further details about all our staff benefits, have a look at our rewards page:
Rewards and Benefits . Please note that as of April 2024, there has been a change in the UK’s sponsorship threshold. Regrettably as the salary for this role falls beneath this, you will not be eligible for sponsorship therefore your application will automatically be rejected. About Bath Spa University
Bath Spa University is where creative minds meet. Offering a wide range of courses across the arts, sciences, education, social science and business to over 7,500 students, the University employs outstanding creative professionals which support its aim to be a leading educational institution in creativity, culture and enterprise. Based in stunning countryside just a few minutes from a World Heritage City, Bath Spa University was voted Sunday Times University of the Year for Social Inclusion 2024, and an impressive 84% of our staff said they would recommend the University to a friend as a good place to work. We are a community of colleagues, striving for excellence to ensure students thrive. Our values are: Respect Inclusivity Collaboration Sustainability We are committed to maintaining a safe and secure environment for our students, staff, and community. We foster inclusivity, celebrating and respecting differences. We welcome diversity and encourage applications from all backgrounds and genders. We consider our recruitment practices to be comprehensive and unbiased; ensuring fairness, transparency, and equal opportunity for all.
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An exciting opportunity has arisen at our London campus in Hoxton, East London, for a Technical Support Analyst, who will be responsible for the responsive, effective delivery of customer-focused, professional IT support services to the students and staff of Bath Spa University London. About the Role
As Technical Support Analyst you will be the first point of contact for all technical support enquiries and will use your broad technical knowledge to support and manage the IT services on campus, working both independently and in close collaboration with both the Campus Operations Team and the main IT Services team based in Bath. You will also provide technical support and maintenance for our student and staff devices and printers, adhering to our IT standards, and be the first point of contact for incidents and service requests, using our IT Service Management System, telephone, Chat, and in-person visits. Your responsibilities will include logging, updating, and closing calls within SLA, owning incidents from start to finish, and escalating complex issues as needed. Collaborating with various IT teams, you'll contribute to documentation, recommend future service improvements, and self-service options. In addition, you will engage with stakeholders and represent Bath Spa University London’s service user needs and expectations where appropriate. About You
You will be a self-motivated individual with strong attention to detail, prioritising tasks effectively and collaborating seamlessly within a local and remote team. Your exceptional communication and customer service skills, both verbal and written, will be vital in conveying technical information to specialists and non-specialists alike. You will have experience in higher education IT support, hold an ITIL Foundation certification or higher, and be familiar with Service Desk systems and ITSM tools. You will also have expertise in supporting various IT applications and platforms including MS365, coupled with a willingness to learn new technologies aligning with Bath Spa's Digital Innovation Strategy, including Adobe Creative Cloud applications, which will drive your ongoing professional development in this role. Additional Information
This role will involve Saturday working and may involve some evening work. You will also be required to undergo a DBS Check. Staff Benefits
Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme) Enhanced paid leave - 41 - 46 days (Full Time) - more details here:
Staff Benefits Family friendly policies including hybrid working, flexible work environment, and on-site nursery. For further details about all our staff benefits, have a look at our rewards page:
Rewards and Benefits . Please note that as of April 2024, there has been a change in the UK’s sponsorship threshold. Regrettably as the salary for this role falls beneath this, you will not be eligible for sponsorship therefore your application will automatically be rejected. About Bath Spa University
Bath Spa University is where creative minds meet. Offering a wide range of courses across the arts, sciences, education, social science and business to over 7,500 students, the University employs outstanding creative professionals which support its aim to be a leading educational institution in creativity, culture and enterprise. Based in stunning countryside just a few minutes from a World Heritage City, Bath Spa University was voted Sunday Times University of the Year for Social Inclusion 2024, and an impressive 84% of our staff said they would recommend the University to a friend as a good place to work. We are a community of colleagues, striving for excellence to ensure students thrive. Our values are: Respect Inclusivity Collaboration Sustainability We are committed to maintaining a safe and secure environment for our students, staff, and community. We foster inclusivity, celebrating and respecting differences. We welcome diversity and encourage applications from all backgrounds and genders. We consider our recruitment practices to be comprehensive and unbiased; ensuring fairness, transparency, and equal opportunity for all.
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