Senior Service Desk Analyst
Location
Aberystwyth, Ceredigion | United Kingdom
Job description
The Role
To make an informal enquiry, please contact Jan Litton at [email protected]
Successful applicants will be subject to a satisfactory Disclosure and Barring Service Check (DBS) check.
Appointments are normally made within 4 - 8 weeks of the closing date.
What you’ll do
This job description is subject to review and amendment in the light of the changing needs of the University, to provide appropriate development opportunities and/or the addition of any other reasonable duties.
The post holder will report to the Service Desk Team Leader and will be part of the Service Desk Team.
The Service Desk:
- provides front line staffing during service hours and acts as the first point of contact for all users of Information Services – face-to-face and by phone, email and online chat
- opens and closes AU libraries.
- facilitates access to Information Services e.g., IT accounts, Aber cards, computing network, printing.
- provides an enquiry service on the use of the University’s IT and library services at the Enquiry Desks, by phone, email, and online chat.
- provides a circulation and loan service for the Universities collections.
- troubleshoots any problems users experience with accessing or using Information Services and resolves them or refers them as appropriate.
- maintains the Central Printer/Copiers in student spaces across all campuses and operates a toner store for all central printer/copiers on campus.
- provides Assistive Technology Training to students in receipt of DSA.
- provides advice and support in the use of Information Services and other AU services.
- tests new IS services.
- represents our users within IS e.g., presenting user feedback at meetings or user.
The post will be based in the Hugh Owen Library
Training will be provided.
Main Duties & Responsibilities
- Staffing the enquiry desk
- Staffing the telephone help line
- Staffing the mail enquiry / online chat service
- Assisting users to make the best use of Information Services:
- Setting up computing accounts for users including activation of email accounts, production of Aber Cards, password changing, creation, renewal, and management of shared mailboxes
- Supporting the Instant Chat service used across the University.
- Writing webpages advertising our services
- Writing FAQs giving advice and support in using our services
- Contributing to the Team knowledge base, researching, and documenting step by step guides for troubleshooting
- Providing training for other members of the team
- Supervising the work of new staff and student placements
- Monitoring service mailbox and call management system to ensure SLAs are met.
- Deputising for Service Desk Leaders, supervising staff, and the service, allocating duties and making decisions.
- Testing new or changed services and producing user documentation.
- Participating in IS projects as required.
- Assisting with maintenance of library self-service machines.
- Carrying out Emergency procedures when needed e.g., Acting as a Fire Marshall
- Regular and timely collection of required statistics
- All administrative duties associated with the Service Desk
- Carrying out risk assessments
- To undertake health and safety duties and responsibilities appropriate to the post.
- To be committed to the University’s Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post.
- To be committed to your own development and that of your staff through the effective use of the University’s Effective Contribution Scheme.
- Managing equipment for the loan service
- Maintaining and monitoring the cross-campus central print service
- Troubleshooting problems that users experience with accessing or using Information Services
- Providing a wide range of computer support enabling students, staff, and visitors to access and use AU networked computers, their laptops, computers and mobile devices on our network and University IT systems.
- Diagnosing and resolving computing queries.
- Configuring the Call Manager for the University telephone system, ensuring correct number routing and billing
- Managing the voicemail system and automated greeting schedules for departments
- Offering in-depth support to individuals or small groups as part of the IS clinic service
- Providing training in Assistive Technology Training on a one-to-one basis, drafting lesson plans, arranging staff training, administering the service and invoicing funding bodies
- Acting as referral point for other members of the team, making decisions on how to respond
- In depth investigation of referred problems and resolving or referring on as appropriate.
- Liaising with staff in other teams or departments to resolve issues.
- Any other reasonable duties requested commensurate with the grade of this role.
Who you are – Qualifications, Experience, Knowledge and Skills required
Essential
- Educated to degree level or equivalent qualification in a relevant discipline or comparable relevant experience.
- Experience of and confidence with different makes and types of hardware
- Experience of and confidence in navigating and configuring different operating systems
- Experience of investigating, researching, and troubleshooting complex computing issues with different operating systems and software packages.
- Ability to learn new skills quickly and understand and explain complex information to a varied audience.
- Customer services experience, ideally in a support environment
- Ability to communicate effectively on the phone, in person, via email or online chat
- Oral (spoken) and Written Welsh Level C1.
Desirable
- Full, valid UK driving licence.
- Knowledge of Aberystwyth University, it’s campuses, network and study environment
- Experience with a managed, centralised IT environment (Azure Intune/Windows domain)
- Ability to work independently and with minimum supervision.
- Ability to work under pressure and to respond to problems quickly and calmly.
- Ability to follow procedures.
- Oral (spoken) and Written Welsh Level C2.*
*More information on Welsh Language Levels can be found at:
How to apply
To promote a flexible workforce, the University will consider applications from individuals seeking full time, part time, job share, or term time only working arrangements.
Applications for this role must be made through jobs.aber.ac.uk. You are welcome to apply for any vacancy in Welsh or English and any application submitted will be treated equally.
Benefits
- Flexible working policy
- 36.5 – hour week for full-time roles
- Generous leave entitlements – 27 days annual leave plus bank holidays and university closed days
- Commitment to Professional Development
- Enhanced contribution to our workplace pension schemes
- Staff recognition and reward schemes
- Opportunity to learn the Welsh language for free
- Staff relocation bursary
- Maternity, Paternity, Parental and Adoption Leave
- Staff discount for gym facilities, hospitality, and retail on campus.
Please keep reading
We welcome applicants from all backgrounds and communities and, those that are currently underrepresented in our workforce. This includes but is not limited to Black, Asian and Minority Ethnic candidates, candidates with disabilities, and female candidates.
We are a Bilingual Institution which complies with the Welsh Language Standards and is committed to Equal Opportunities. You are welcome to apply for any vacancy in Welsh or English and any application submitted will be treated equally.
Employment Visa
Under the UK Government’s points-based system scheme, this role does not meet the criteria to be sponsored by Aberystwyth University (AU) for a Skilled Worker Route (SWR) application.
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