Senior Service Desk Analyst

Edinburgh, City of Edinburgh (GB)
£27,116 - £32,344 per annum
30 Jun 2022
End of advertisement period
14 Jul 2022
Contract Type
Full Time

Job title: Senior Service Desk Analyst - Full Time, Permanent

Job reference: 0000016312

Date posted: 30/06/2022

Application closing date: 14/07/2022

Salary: £27,116 - £32,344 per annum (Grade 4)

Package: Excellent Benefits Package

Contractual hours: 36.25

Basis: Full Time

Job description
A great opportunity has arisen to work with the #1 Modern University in Scotland. The Information Services Team at Edinburgh Napier University provide innovative and reliable IT and services which are continually adapted to meet the changing needs of staff and students in our rapidly changing technological landscape.  

As such, we are currently recruiting a Senior Service Desk Analyst to join us. Someone who can lead the team, while playing a major part in providing an effective, high quality, responsive, customer orientated, professional IT telephony and counter based service to staff and students within the University.

The Role:

Working as part of a strong, welcoming and supportive team, you will have the opportunity to use your experience to provide best practice management of the Service Desk through first and second line support for the broad range of systems and technologies that the University relies on to support our staff and students, assisting in embedding ITIL, incident management and service-related processes.

As a Senior Service Desk Analyst you will also be in a position to deputise for the Service Desk Manager when on annual leave and out the office. You will have the opportunity to lead a small number of analysts and be responsible for supporting them with workload allocation and developing their knowledge and training.

What we will need from you:

We are looking for someone who enjoys leading a team whilst maintaining a hands-on approach to customer queries. We will need you to have experience in delegating workload and conducting 121’s, previous experience of working within a large and varied user environment, with further experience of supporting a complex range of user needs and delivering appropriate service models. 

You should be a strong communicator with finely honed customer service skills to ensure an excellent experience for our students and staff alike. You should also be degree educated, or have relevant experience within a similar role, and an ITIL Foundation qualification.

With demonstrably strong customer service, IT Skills, and ability to deliver 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. 

For a full job description and comprehensive list of duties, please click here.

Benefits we offer:

In return, we offer flexible working, 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, a generous pension scheme (Employer contribution of 20.4%), professional development opportunities and a wide range of other staff discounts.  For more information about our wide range of benefits, click here.

Salary: £27,116 - £32,344 per annum (Grade 4) 

Additional information:

The closing date for this position is 11.59pm on 14th July 2022. Interviews will be held in week commencing 25th July 2022. 

Edinburgh Napier is committed to creating an environment where everyone feels proud, confident, challenged and supported and are holders of Disability Confident, Carer Positive and Stonewall Diversity Champion status. Please see here for more information.