Join Our Team as a Technical Support Analyst!
Are you passionate about providing exceptional technical support and making a real impact on the user experience? Do you thrive in a dynamic environment where every day brings new challenges and opportunities to grow? If so, we have the perfect role for you!
About Us: We are committed to excellence, innovation, and fostering a collaborative environment. Our Learning & Information Services (LIS) team is at the heart of this mission, ensuring that our students, staff, and external users receive the best possible support. We are looking for a dedicated and enthusiastic Technical Support Analyst to join our team and help us continue to deliver outstanding service.
Why Join Us: As a Technical Support Analyst, you will be part of a vibrant community that values creativity, teamwork, and professional growth. You will have the opportunity to work on exciting projects, collaborate with talented colleagues, and make a meaningful impact on our university's success. We offer a competitive salary, comprehensive benefits package, and a supportive work environment that encourages continuous learning and development.
Your Role: In this role, you will be responsible for providing excellent technical support to our users, resolving complex issues, and ensuring a seamless user experience. You will work closely with various teams to analyse and resolve technical problems, support the testing team, and contribute to the improvement of our systems and processes. Your key responsibilities will include:
Handling 3rd line support tickets and coordinating with technical teams to resolve issues.
Collaborating with the 1st line support team for issue escalation.
Monitoring and triaging support tickets, keeping them up to date.
Analysing support tickets to identify trends and develop preventive measures.
Understanding the impact of issues on users and the wider business.
Producing reporting metrics for management.
Escalating priority issues and managing them to resolution, adhering to SLAs.
Supporting the testing team in creating and executing test plans and suites.
Utilizing testing tools and techniques to ensure efficient testing.
Reporting test progress to stakeholders.
Contributing to the creation and maintenance of technical support documentation.
Providing exceptional customer service to staff and students.
What We’re Looking For: We are seeking candidates with a relevant degree or equivalent experience, strong problem-solving skills, and a passion for technology. You should have experience working within a team, diagnosing and solving technical problems, and a flexible approach to work. Knowledge of SQL, testing tools, and experience with service desk software and ITIL Framework are desirable.
Join Us and Make a Difference! If you are ready to take on a challenging and rewarding role where you can make a real impact, we want to hear from you! Apply now to join our team and be part of a university that values your contributions and supports your professional growth.
We are proud to be a diverse, multicultural university. We are committed to building a truly inclusive culture where diversity is championed. Applications are particularly welcomed from individuals who will support the diversification within the University and support its development of a culture that is inclusive and welcoming to all.
The University is committed to providing a safe environment to study, work and visit, protecting children, young people and adults at risk from harm and abuse. Our safeguarding policy and safer recruitment procedure outlines our approach, alongside other internal policies, procedures and guidance which can be found on our website at Safeguarding
Applicants applying for roles in regulated activity and that are listed as an exception under the Rehabilitation of Offenders Act 1974 will be required to disclose any spent and unspent convictions and undertake a Disclosure and Barring Service (DBS) Check at the appropriate level, the University will only ask an applicant to make an application for a DBS check if they are legally entitled to.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .