Senior Service Desk Analyst (6243)

• Senior Service Desk Analyst
• Faculty/Department: Information Services
• Full-time – 36.5 hours per week
• Employment Visa: Non‑sponsorable

The Role

To make an informal enquiry, please contact Jan Litton at

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

• Provide front‑line staffing during service hours and act as the first point of contact for all users of IT Services – at the service desk, by phone, email, and online chat.
• Facilitate access to IT Services (IT accounts, Aber cards, computing network, printing, email services, web services).
• Provide enquiry service and technical support for the University’s IT services in person, by phone, email and online chat.
• Troubleshoot any problems users experience with accessing or using IT Services and resolve or refer them as appropriate.
• Act as point of contact / supplier liaison for all the University’s central printers (MFDs) and maintain the central printers in student spaces.
• Provide an equipment loan service in support of the academic aims of the University.
• Manage the allocation, return, reimaging and reallocation of centrally provided and departmental staff laptops.
• Arrange warranty repairs of AU owned computers and peripherals.
• Carry out minor repairs and upgrades of AU owned computers and peripherals.
• Identify devices which do not meet the University’s device management policy and notify departments.
• Provide a binding service to AU Staff and Students.
• Provide a sales service for IT peripherals / consumables to AU Staff and Students.
• Provide advice and support in the use of IT Services and other AU services both in person and via ITS webpages and FAQs.
• Represent users within ITS, presenting user feedback at meetings or user testing new services.

Main Duties & Responsibilities

• Act as referral point for other team members, making decisions on how to respond.
• Investigate referred problems in depth and resolve or refer appropriately.
• Diagnose and resolve computing queries.
• Carry out repairs and upgrades of AU owned computers and peripherals.
• Arrange warranty repairs of AU owned computers and peripherals.
• Liaise with staff in other teams or departments to resolve issues.
• Contribute to the Team knowledge base, researching and documenting step‑by‑step guides for troubleshooting.
• Provide training for other team members.
• Supervise the work of new staff and student placements.
• Monitor service mailbox and call management system to ensure SLAs are met.
• Deputise for IT Service Desk Leaders, supervising staff, and allocating duties.
• Test new or changed services and produce user documentation.
• Staff the enquiry desk, telephone help line, mail enquiry / online chat service.
• Set up computing accounts for users including activation of email accounts, production of Aber Cards, password changing, and management of shared mailboxes.
• Support the Instant Chat service used across the University.
• Participate in ITS projects as required.
• Write webpages advertising our services.
• Write FAQs giving advice and support in using our services.
• Carry out emergency procedures when needed (e. g., acting as a Fire Marshall).
• Collect required statistics regularly and in a timely manner.
• Perform all administrative duties associated with the IT Service Desk.
• Carry out risk assessments.
• Undertake health and safety duties and responsibilities appropriate to the post.
• Commit to the University’s Equal Opportunities and Diversity Policy.
• Commit to personal development and that of staff through the Effective Contribution Scheme.
• Perform any other reasonable duties requested, commensurate with the grade of this role.
• Provide a wide range of computer support enabling students, staff, and visitors to access and use AU networked computers, laptops, and mobile devices on our network.
• Manage equipment for the loan service.
• Maintain and monitor the cross‑campus central print service.

Essential Qualifications, Experience, Knowledge and Skills

• Educated to degree level or equivalent qualification in a relevant discipline or comparable relevant experience.
• Experience and confidence with different makes and types of hardware.
• Experience and confidence in navigating and configuring different operating systems.
• Experience investigating, researching and troubleshooting complex computing issues with different operating systems and software packages.
• Ability to learn new skills quickly and explain complex information to a varied audience.
• Customer services experience, ideally in a support environment.
• Effective communication skills on the phone, in person, via email or online chat.
• Oral (spoken) and written Welsh Level A1 or evidence of an ongoing commitment to learn Welsh to this level.

Desirable Qualifications, Experience, Knowledge and Skills

• Full, valid UK driving licence.
• Oral (spoken) and written Welsh Level B1.
• Microsoft or Comp TIA certification.
• Knowledge of Aberystwyth University, its campuses, network and study environment.
• Experience with a managed, centralised IT environment (Azure Intune/Windows domain).
• Ability to work independently and with minimum supervision.
• Ability to work under pressure and respond to problems quickly and calmly.

Benefits

• Flexible working policy.
• Hybrid working.
• 36.5‑hour week for full‑time roles.
• Generous leave entitlements – 27 days annual leave plus bank holidays and university closed days.
• Commitment to professional development.
• Enhanced contribution to our workplace pension schemes.
• Staff recognition and reward schemes.
• Opportunity to learn the Welsh language for free.
• Staff relocation bursary.
• Maternity, paternity, parental and adoption leave.
• Staff discount for gym facilities, hospitality and retail on campus.

Training will be provided. The post will be based in the Hugh Owen Library.

Important Information

This role is a permanent, full‑time position and is not eligible for sponsorship under the UK Government’s points‑based system.

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