1St Line Service Desk Analyst

Main Location: Singleton or Bay Campus, Swansea Informal enquiries contact 1 Rhodri Major, r.t.m.major@swansea.ac.uk Informal enquiries contact 2 Shareena Hamzah-Osbourne, zarina.hamzah@swansea.ac.uk  About Swansea University Swansea University is a research-led university that has been making a difference since 1920. The University community thrives on exploration and discovery and offers the right balance of excellent teaching and research, matched by an enviable quality of life. Our stunning waterfront campuses and multicultural community make us a desirable workplace for colleagues from around the world. Our reward and benefits, and ways of working enable those who join us to have enriching careers, matched by an excellent work-life balance. About the role The IT Service Desk team is the face of IT Services within the University and aims to set high standards in customer advocacy, engagement and experience. This position plays a key role in delivering a customer-focused and professional IT and AV service which involves offering specialist technical support and advice as well as owning the resolution of Incidents and Requests for customers in a timely and efficient manner.  The 1st Line Service Desk role requires you to have the ability to work flexibly on a rota basis between 7am and 6pm, Monday to Friday, at either our Singleton campus or Bay campus with occasional non-standard hours to cover activities including Open Days, Student Arrivals and other key University events.  Using your experience and skills (as well as those of your team-mates and wider IT Services colleagues) you will deal with a broad range of issues within the IT and AV estate across multiple channels including Telephone, In-person support desk, Self-service portal and e-mail.  The team sits within our continually evolving IT department as Swansea University goes through its digital transformation programme with the aim of becoming a Digital Leader by 2030. As such you will be a key part of a wider team working towards all digital experiences within the University and you will have access to training, knowledge sharing and future career options which will provide opportunities for personal growth.  Equality, Diversity & Inclusion The University is committed to supporting and promoting equality and diversity in all its practices and activities. We aim to establish an inclusive environment and welcome diverse applications from the following protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic and national origin), religion or belief, sex, sexual orientation. We have an under-representation of women and would particularly welcome applications from women for this position. We also have an under representation of individuals from ethnic minority backgrounds and would encourage applications from these groups. Appointments will always be made on merit. Additional Information  Applications for this role will take the format of a CV submission and cover letter