Assistant Support Analyst

Join our IT Support Team and help make technology work for students and staff across the University.

As an Assistant IT Support Analyst, you'll be at the heart of IT service delivery, resolving technical issues, supporting customers and developing your technical skills within a supportive and collaborative team environment.

Reporting to a Senior Support Analyst, the Assistant IT Support Analyst provides technical support to staff and students across the University.

You’ll investigate and resolve IT incidents, fulfil service requests, maintain accurate records within the IT Service Management system and deliver excellent customer service through a range of support channels. You’ll work across a broad range of technologies and services, helping to support teaching, learning, research and professional services.

This role provides an excellent opportunity to develop technical knowledge, build practical experience and progress a career within Technology & Information Services.

This role has no direct line management responsibility.

• Customer Support
• Provide high‑quality IT support to students and staff, delivering excellent customer service across a range of technologies and services.
• Incident & Request Management
• Investigate, manage and resolve IT incidents and service requests in line with agreed procedures and service standards.
• Ownership & Resolution
• Take ownership of incidents and requests from initial contact through to resolution, ensuring customers are kept informed throughout.
• Team Collaboration
• Work closely with colleagues across Technology & Information Services to resolve technical issues and support service delivery.
• Continuous Improvement Contribute to service improvement initiatives, knowledge sharing and the ongoing development of IT support services.

For this role, you will need to be on site 3 days a week. Although we can accommodate working from home for this role, flexibility to be on‑site will be expected due to business needs.

A current full driving licence (manual transmission) is essential as you will be driving University of Plymouth vehicles. This role is also subject to health surveillance with our Occupational Health team.

We’re currently unable to sponsor this role under the Skilled Worker visa route. However, we welcome applicants who already have the right to work in the UK, including those on visa routes we can accept (e.g. Graduate visas).

• Excellent customer service skills and a genuine desire to help people.
• Strong communication skills with the ability to explain technical information clearly.
• A logical and analytical approach to problem solving and troubleshooting.
• Ability to organise and prioritise workload effectively in a busy environment.
• Enthusiastic about technology and committed to learning new skills and developing technical knowledge.

You’ll be joining a friendly and supportive IT Support team responsible for delivering technology services to staff and students across the University.

The team supports a wide range of technologies and services, helping to ensure that teaching, learning, research and professional services can operate effectively. This is an exciting time to join as we continue to develop our integrated IT Support function, providing opportunities to broaden your technical skills, gain experience across multiple areas of IT support and contribute to services that have a direct impact on the student and staff experience.

A successful external candidate for this position would be employed by the University of Plymouth Services Limited, a wholly owned subsidiary of the University of Plymouth. Employees of the University of Plymouth Services Limited work alongside the University of…