Service Desk Analyst

Edinburgh, United Kingdom
£21,814 - £25,941 (Grade 3)
Monday, 13 January 2020
End of advertisement period
Tuesday, 21 January 2020
Contract Type
Full Time

Application closing date: 21/01/2020
Salary: £21,814 - £25,941 (Grade 3)
Package: plus excellent benefits

Job description

It's an exciting time to join the Information Services at Edinburgh Napier University

Opportunities have arisen to join our Information Services department (IS) as a Service Desk Analyst. In an ever-changing technological landscape and as a progressive institution, our new leadership team combines strong sector knowledge with wider industry experience and best practise. We are investing in capacity and capability for the future, with opportunities to gain experience in best of breed solutions.

This is a time of real change throughout the department with a push towards a DevOps culture and a user-centric approach to service design. You will be part of a dynamic, multi-disciplinary team which is being structured for strong customer engagement and innovation.

The role

In this role, you will provide an effective, high quality, responsive, customer orientated, professional IT telephony and counter based service to staff and students within the University.

Key to this position is a good working knowledge as well as the ability to provide advice and support for Microsoft Office Suite, Windows 10, iOS operating systems and other relevant technologies in desktop and laptop hardware programmes, mobile devices and software applications with further understanding of remote administration and software distribution tools.

Furthermore, you will assist in embedding ITIL, incident management and service related processes and will provide best practice service management of the Service Desk through first and second line support for the broad range of systems and technologies that the University relies on.

Who we are looking for

We are looking for a strong communicator with excellently honed customer service skills.

You will have previous experience of working within a Service Desk team within a large and complex user environment, with further experience of supporting a complex range of user needs and delivering appropriate service models to meet these.

Applicants must have:

  • A degree and/or demonstrable equivalent experience.  
  • Problem solving and analytical skills with the ability to approach and resolve problems in a thoughtful and practical manner
  • Experience of using integrated helpdesk, collaboration and telephony tools.

If this opportunity sounds of interest, please click here to read the full role description.

Benefits we offer

In return, we offer a great working environment where we support ambition, recognise achievement and offer an attractive benefits package.
 This includes a minimum of 36 days annual leave (includes bank holidays), a generous pension scheme  with an Employer contribution of 20.4%, flexible working, professional development opportunities, discounted access to onsite sports facilities and a wide range of other staff discounts. Further information regarding our excellent benefits can be viewed here.

Salary: Grade 3 - GBP 21,814 - GBP 25,941

Additional information

  • Closing date: Tuesday 21st January 2020 (Midnight GMT)
  • Interviews to be held on 29th or 30th January 2020 at our Merchiston Campus

Please note, we cannot progress applications from candidates who require sponsorship to work in the UK

The University is committed to inclusion, demonstrated through our work in respect of our diversity awards and accreditations (Advance HE's Athena SWAN Charter) and hold Disability Confident, Carer Positive and Stonewall Scotland Diversity Champion status. More details can be found here