We are currently seeking an IT Service Desk Analyst to provide specialist technical support to staff and students of the University as part of the IT Service Desk team. The University’s endpoint environment comprises approximately 50% Apple and 50% PC platforms. Within this role you will provide first-line support for hardware and software issues, ensuring a high standard of service delivery.

You will be the routine contact point for IT support, troubleshooting and resolving straightforward issues while escalating complex cases as needed.

Responsibilities

include documenting service requests, assisting with diagnostics, testing solutions, and maintaining IT systems. You'll collaborate with wider IT teams, contribute to the IT support knowledge base, and support staff with digital technologies. A patient, empathetic, and customer-focused approach to first-line problem-solving.

Strong communication skills (verbal and written) including the ability to explain technical issues to non-technical users. Willingness to learn and adapt to new technologies, policies and procedures. Experience of supporting Windows, macOS, mobile, Office 365 and Adobe Creative Cloud apps.

Experience in an IT support role in a high-volume public-sector environment. Knowledge of working with Service Desk systems (remote access, Active Directory, Microsoft 365, ticketing systems, Entra). Understanding of security best practices (MFA, OTP, data protection, device security).

iTIL Foundation certification and/or experience in an ITIL environment and/or CompTIA A+. For further information on the essential and desirable skills we’re looking for, please refer to the attached Job Description. Salary Grade - Starting from £ 29,588 rising to £ 33,002 per annum The salary range shows the potential maximum pay progression in addition to any annual inflationary increase to your pay.

Please note that our default position is to appoint into the lower end of the range, unless there are exceptional circumstances. 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.

Benefits

We offer a wide range of great

at BSU, including Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme).

, accessed through and easy-to-use app For further details about all our staff

, have a look at our rewards page: https://www.bathspa.ac.uk/work-at-bath-spa/rewards-and-

/ We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.