Application closing date 14/07/2019
Salary £26,243-£31,302
Package Excellent Benefit Package

Job description

Further your career with Edinburgh Napier University

We are looking for a Senior Service Desk Analyst to join our Information Services team, who can lead with providing an effective, high quality, responsive, customer orientated, professional IT telephony and counter based service to staff and students within the University.

Our Information Services Team provide innovative and reliable IT and services which are continually adapted to meet the changing needs of the staff and students in our rapidly changing technology environment.  The University is committed to making significant investment in its IT and digital services provision to ensure the delivery of consistent, high quality IT and Library services across the University.

Here at Edinburgh Napier University we have around 1,500 staff who support 18,500 student across our three campuses in Edinburgh and through transnational education overseas

The role

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 honed customer service skills. Candidates should be degree educated, or have relevant experience within a similar role, and will have an ITIL Foundation qualification.

As a senior Service Desk Analyst you will be responsible for deputising for the Service Desk Manager when on annual leave and out the office. You will lead a small number of analysts and be responsible for supporting them with workload allocation and supporting developing their knowledge and training through 1-1's. 

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.

Key to this position is strong IT Skills, customer service and delivery of SLA's and KPI's. You will encompass both Microsoft, Mac 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.

If this opportunity sounds of interest, please click here to read the full role profile/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, professional development opportunities, discounted access to onsite sports facilities and a wide range of other staff discounts.

Salary:  GBP 26,243-GBP 31,302 (Grade 4)

Additional information

Application closing date: 14th July 2019 (Midnight GMT)

Interviews: w/c 29th July 2019.

To apply, please complete our online application form and attach an up to date copy of your CV

This role does not meet the minimum requirements set by UKVI to enable sponsorship of migrant workers. Therefore, we cannot progress applications from candidates who require sponsorship to work in the UK. For further information on this, please visit the UK Visas and Immigration website: https://www.napier.ac.uk/about-us/university-governance/equality-and-diversity-information

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.