It Service Desk Analyst

Previous applicants need not apply.
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.
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.
To maintain the high level of service provided to both students and staff, the University is seeking to appoint an 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 5 CfE (Curriculum for Excellence) Level 4 or above, 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:
• Good technical grounding covering the operating systems and most or all of the common applications used by staff and students in the University (training will be given)
• Capacity to learn local procedures and practices.
• Ability to work with others at all levels.
• Ability to understand and respond to needs of customers in a helpful and friendly manner.
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, email: reg5@st-andrews.ac.uk Tel: 01334 467277.
Employees of the University have access to a wide range of staff benefits including:
• Annual leave of 30 days, plus 5 public holidays
• Membership of the S&LAS Pension Scheme with generous employer contributions
• A hybrid working environment, including partial homeworking where appropriate and a range of family friendly policies.
• Staff discount scheme for local and national goods and services
• Free staff parking, employee Carshare and Cycle to Work Schemes and subsidised local bus travel
• Subsidised sports membership, reduced tuition fees on degree programmes for staff/children of staff, access to library facilities, salary sacrifice scheme and a range of wellbeing initiatives.
Applications are particularly welcome from women, people from Black, Asian, and Minority Ethnic (BAME) backgrounds, and other protected characteristics who are under-represented in professional posts at the University.
Equality, diversity and inclusion are at the heart of the St Andrews experience. We strive to create a fair and inclusive culture demonstrated through our commitment to diversity awards (Athena Swan, Carer Positive, LGBT Charter and Race Charters). We celebrate diversity by promoting profiles of BAME, LGBTIQ+ staff and supporting networks including the Staff BAME Network; Staff with Disabilities Network; Staff LGBTIQ+ Network; and the Staff Parents & Carers Network. Full details available online: https://www.st-andrews.ac.uk/hr/edi/
In accordance with the new immigration rules, it is with regret that this role DOES NOT MEET THE CURRENT SUITABILITY REQUIREMENTS set by the UKVI to enable sponsorship of migrant workers. While all applications received are assessed against the essential and desirable criteria listed in the further particulars, for this post the successful candidate must be able to demonstrate their right to work in the UK prior to commencing employment and obtain the right to work in the UK themselves without relying on University sponsorship. Information on other visa options is available at https://www.gov.uk/check-uk-visa or by contacting our HR Immigration Team on hrimmigration@st-andrews.ac.uk.
This post may be primarily based at the Eden Campus at Guardbridge, a state-of-the-art working environment for professional services units.
Closing Date: 28 March 2024
We encourage applicants to apply online at www.vacancies.st-andrews.ac.uk/welcome.aspx, however if you are unable to do this, please call +44 (0)1334 462571 for an application pack.
Please quote ref: TG1264R1NK
The University of St Andrews is a charity registered in Scotland (No SC013532)