Service Desk Analyst

Description

Service Desk Analyst

Grade 5 26707 - 31236 per annum

1

FTE 35hrs per week Monday - Friday

28 days annual leave plus 9 buildings closed days (and Christmas Eve when it falls on a weekday)

Reporting to the Business Systems Manager the Support Analyst will assist in the day-to-day maintenance and support of the University’s enterprise resource planning (ERP) system which is used to manage data and processes relating to human resources (HR) and finance. The system we use is Oracle Fusion (which is widely adopted in Higher Education and many other sectors).

The post-holder will respond to support tickets and calls raised by end users. Support requests are:

• Assisting with user access request system access issues
• Assisting with approval issues
• Assisting with report requests
• Assisting with process / How-to request
• Pointing users to relevant user guides / videos
• Assisting with the creation and maintenance of data (Departments / Cost Centres / Positions etc.)
• Updating records where agreed and required

Where the post-holder is unable to deal with the request they will triage and escalate to appropriate colleagues either internally or through the University’s support partner.

The post-holder will also be closely involved with routine processes such as bulk data updates and data transfers and will help to test the system when updates are available.

They will also assist with updating our internal SharePoint sites, creating and maintaining end user help guides and ensuring our varied user base has the best tools available to make best use of the system.

• Resolve day-to-day queries raised through helpdesk tickets, emails and calls working with colleagues and external support agencies to manage and resolve more complex issues.
• Assist in the production of Statutory Committee KPI and ad-hoc reports; collating, updating, manipulating and summarising data; completing reports with a high degree of accuracy and understanding.
• Day-to-day management of the system e.g.:
• Assist with making bulk changes in the system such as annual pay awards, pay increments, holiday allocations and changes to organisational structures.
• Add enhanced access rights to existing users working with colleagues to review and remove access rights when they are no longer relevant to the user.
• Assist in the testing of system enhancements, improvements and fixes including updating data in test systems, checking the results of the data writing UPL logs and arranging for testing by other relevant users.
• With guidance from colleagues write, update and improve user guidance and other system documentation and upload to the University Intranet (SharePoint) for distribution.
• Participate in User Groups including taking meeting notes and maintaining / updating various logs.
• Support colleagues in the Business Systems team to design and deliver workshops, training and other general support sessions.

The post-holder will maintain strict adherence to data protection and confidentiality rules in all aspects of the role.

• Literacy and numeracy skills equivalent to SCQF Level 6 (Higher Grade) or similar.
• Competent in the use of relevant IT packages including email / calendar, word processing and Spreadsheet packages.
• Demonstrable provision of excellent customer service.
• Well-developed interpersonal skills.
• Demonstrable professional and proactive approach.
• Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment.
• Demonstrable ability to speak and understand English to follow verbal and written instructions and deal with customer / staff / student queries.
• Attention to detail.

• Advanced knowledge and application of Microsoft Excel (e.g. exporting data into Excel Pivot Tables) and other Microsoft Office software.
• Experience of using databases.
• Experience of using a large-scale business management system for example financial management systems, Human Resource Management Systems or similar.
• Experience of using a helpdesk system such as Top Desk.
• Experience of using and editing SharePoint…