Senior Service Desk Analyst

The Role

To make an informal enquiry, please contact Jan Litton at

Appointments are normally made within 4-8 weeks of the closing date.

This job description is subject to review and amendment in the light of the changing needs of the University, to provide appropriate development opportunities and/or the addition of any other reasonable duties.

The post holder will report to the IT Service Desk Team Leader and will be part of the IT Service Desk Team.

The IT Service Desk provides front line staffing during service hours and acts as the first point of contact for all users of IT Services – at the service desk, by phone, email, and online chat.

It facilitates access to IT Services, e.g. IT accounts, Aber cards, computing network, printing, email services, web services.

It provides an enquiry service and technical support for the University’s IT services in person, by phone, email, and online chat.

It troubleshoots any problems users experience with accessing or using IT Services and resolves them or refers them as appropriate.

It acts as point of contact / supplier liaison for all the University’s central printers (MFDs) and maintains the central printers in student spaces.

It provides an equipment loan service in support of the academic aims of the University.

It manages the allocation, return, reimaging and reallocation of centrally provided and departmental staff laptops.

It arranges warranty repairs of AU owned computers and peripherals.

It carries out minor repairs and upgrades of AU owned computers and peripherals.

It identifies devices which do not meet the University’s device management policy and notifies departments.

It provides a binding service to AU Staff and Students.

It provides a sales service for IT peripherals / consumables to AU Staff and Students.

It provides advice and support in the use of IT Services and other AU services both in person and via ITS webpages and FAQs.

It represents our users within ITS, e.g. presenting user feedback at meetings or user testing new services.

The post will be based in the Hugh Owen Library.

Training will be provided.

Main Duties & Responsibilities

• Acting as referral point for other members of the team, making decisions on how to respond
• In depth investigation of referred problems and resolving or referring on as appropriate.
• Diagnosing and resolving computing queries.
• Carrying out repairs and upgrades of AU owned computers and peripherals
• Arranging warranty repairs of AU owned computers and peripherals
• Liaising with staff in other teams or departments to resolve issues.
• Contributing to the Team knowledge base, researching and documenting step by step guides for troubleshooting
• Providing training for other members of the team
• Supervising the work of new staff and student placements
• Monitoring service mailbox and call management system to ensure SLAs are met.
• Deputising for IT Service Desk Leaders, supervising staff, and the service, allocating duties and making decisions.
• Testing new or changed services and producing user documentation.
• Staffing the enquiry desk, telephone help line, mail enquiry / online chat service
• Setting up computing accounts for users including activation of email accounts, production of Aber Cards, password changing, creation, renewal, and management of shared mailboxes
• Supporting the Instant Chat service used across the University.
• Participating in ITS projects as required.
• Writing webpages advertising our services
• Writing FAQs giving advice and support in using our services
• Carrying out Emergency procedures when needed e.g., Acting as a Fire Marshall
• Regular and timely collection of required statistics
• All administrative duties associated with the IT Service Desk
• Carrying out risk assessments
• To undertake health and safety duties and responsibilities appropriate to the post.
• To be committed to the University’s Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post.
• To be committed to your own development and that of your staff through the effective use of the University’s Effective Contribution Scheme.
• Any other reasonable duties requested commensurate with the grade of…