IT Support Analyst

Birmingham City University is a large and diverse place to study right in the heart of the city and we currently have an exciting opportunity for an IT Support Analyst to join our dynamic team working with staff and students on our City Centre campus. This role will join an established team and play a major part in supporting customers in our Faculty of Business, Law and Social Sciences, as well as professional service staff within our dedicated Joseph Priestley building. This will suit candidates with a strong background in IT customer service and first line support, looking to advance their career in an exciting environment.

Working directly with students, staff and other users of our buildings, you will be responsible for day to day IT support, providing excellent customer service and effective management of incidents and service requests which have been assigned to the team. You will be working on a busy helpdesk as well as directly with customers across our buildings, in partnership with our wider technical teams, responsible for the technology in the environment, including AV equipment, infrastructure and end user devices.

IT Support Analysts will:

• Own and manage calls allocated through the Service Desk, working on resolution of incidents under our Service Level Agreements
• Work directly with staff, students and other customers to understand, evaluate and log their incidents and service requests
• Ensure excellent customer service as part of team working on a face to face Help Desk
• Provide proactive maintenance to the workstations and AV equipment in the supported buildings
• Liaise with second and third line teams to resolve complex incidents and problems

o Demonstrable experience in IT support roles, ideally in busy organisations with a large customer base

o Excellent customer service skills, with proven experience in working closely with customers to support their work

o Strong knowledge of tools used to support IT infrastructure, applications and hardware

o Experience in deploying workstations to customers with diverse backgrounds and experience with technology

o Good working knowledge of ITIL practices

o A background in higher education environments would be advantageous

o A degree or equivalent qualification would be advantageous

Birmingham City University has the drive and ambition to be a leading seat of teaching and research excellence. We are passionate about providing our learners with a transformational journey, enabled by an exceptional and supportive academic community.

With around 26,900 students from 100 countries, Birmingham City University is a large and diverse learning community. We put students at the heart of everything we do, giving them the best opportunities for future success. The University has an enviable reputation for providing quality, student-focused education in a professional and friendly environment. Our superb courses, state-of-the-art facilities, first-rate academics, and focus on practical skills and professional relevance all support our graduates’ future employability.