Senior Technical Support Analyst (London) - Fixed Term

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Senior Technical Support Analyst (London) - Fixed Term

Application Deadline: 1 December 2024

Department: IT Services

Employment Type: Fixed Term - Full Time

Location: Bath Spa University London

Compensation: GBP 38,232 - GBP 41,924

Description

Based at our London campus in Hackney, East London, the role is responsible for the responsive, effective delivery of customer-focused, professional IT support services to the students and staff of Bath Spa University London. This is a one-year fixed term contract.

The role holder will lead the technical support services for students and staff, providing line management for the Technical Support Analyst.

(This is a 1-year fixed term contract)

About the Role

You will be expected to have strong customer service skills, be responsible for managing customer escalations and assisting with the support of university events. You will need to work closely with the Service Desk Manager (based in Bath) to achieve customer satisfaction and build a good working relationship with other IT teams to be successful in the role.

Your workload will be fully managed via our call management suite, Topdesk. You will be expected to manage your time and prioritise support requests within this system. Teaching hours vary, so you will need to be available during these hours.

About You

You will be responsible for responding to a variety of technical queries from MS365, Adobe Creative Cloud, password issues, MFA, Wi-Fi connectivity, printing, VLE access, and laptop hardware/software issues including IOS, Android, MacOS and Windows. You will be expected to work occasional Saturdays and be responsible for line managing the Technical Support Analyst. Some experience with networking, firewalls and switches would be an advantage.

The role will require a high-level of customer service. ITIL Foundation would be an advantage but is not essential as training will be given. The ability to manage your own time effectively and be prompt and punctual. This role will require a DBS check.

Additional Information

This is a 1 year fixed term contract

This role requires a DBS check and Saturday working.

Salary info:

This is a grade 6 role with a basic salary of GBP 33,232 - GBP 36,924. There is an additional GBP 5,000 market pay supplement, bring the total annual renumeration to GBP 38,232 - GBP 41,924.

Interview dates:

Phone Interview Date - 4th December 2024
In-Person Interview - 10th December 2024

Staff Benefits:

• Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme)
• Enhanced paid leave - 41- 46 days (Full Time) depending on the role - more details here: https://apphub.bathspa.ac.uk/StaffBenefits
• 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: https://www.bathspa.ac.uk/work-at-bath-spa/rewards-and-benefits/
Due to the nature of this post regretfully we cannot accept applications that do not have the Right to Work/Live in the UK therefore your application will be rejected.