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IT Service Desk Analyst – TG1222SB at University of St Andrews  Start: As soon as possible.

IT Services is responsible for providing, developing and maintaining the University’s central IT infrastructure and for the delivery of a wide range of technology-based services to both staff and students.

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The IT Service Desk is the first point of contact for all IT requests, queries and issues (known as ‘calls’) from the University community, which consists of over 10,000 students and 2,500 staff. Contact may be made in person, by telephone, online or by email. As the first line service, the IT Service Desk team will deal with the majority of calls, also carrying out second line fixes, as well as remote user support. The IT Service Desk will escalate a call to second/third line support if the call requires action or investigation by a specialist IT team.

IT Service Desk Analyst – TG1222SB at University of St Andrews       ;;To maintain the high level of service provided to both students and staff, the University is seeking to appoint an experienced IT Service Desk Analyst, reporting to the IT Service Desk Supervisor and playing a full part in the work of the IT Service Desk.

The successful candidate must have a minimum of 3 Highers (SCQF level 6), including English and Maths (or equivalent). They will possess excellent customer service skills and highly developed communication and listening skills, as well as experience in problem solving in an IT environment. Additional essential qualities will include:

  • Ability to troubleshoot and resolve issues with modern operating systems and applications.
  • Experience of processing a high volume of requests via a Call Management System.
  • Experience of working with and supporting users with Microsoft 365 productivity tools.
  • Ability to understand and respond to needs of customers in a helpful and warm manner.

IT Service Desk Analyst – TG1222SB at University of St Andrews :  Experience of working within a Higher Education environment would be an advantage, as would the possession of additional technical skills beyond those listed above.

Further information and informal enquiries may be directed to Ross Garnier, IT Service Desk Supervisor, email: reg5@st-andrews.ac.uk Tel: 01334 467277.

Applications are particularly welcome from women, people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented in professional posts at the University.

The University is committed to equality for all, demonstrated through accreditation (Athena SWAN; Carer Positive; Stonewall, LGBT and Race Charters), as listed on: http://www.st-andrews.ac.uk/hr/edi/diversityawards/.

This role does not meet the minimum requirements set by the UKVI to enable sponsorship of migrant workers. Further information can be found at https://www.gov.uk/check-uk-visa/.

IT Service Desk Analyst – TG1222SB at University of St Andrews : In 2020 the University established purpose-built office accommodation at Eden Campus, Guardbridge by St Andrews, to provide a state of the art working environment for many of our Professional Services Units. It is anticipated that up to 450 Professional Services staff from a range of Units will be based in the new Walter Bower House development at Guardbridge.

University of St Andrews
IT Service Desk Analyst - TG1222SB at University of St Andrews 1

This post will be based at Walter Bower House, Eden Campus at Guardbridge, however, will also be required to work, as part of a rota-system, in the University’s Main Library at the IT help point.

 

University of St Andrews Please quote ref: TG1222SB

University of St Andrews Further Particulars: TG1222SB FPs.doc

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