Technical Support Analyst

This job is only available to University of Bradford staff. It may be released externally should we not appoint internally.

Working as part of a team, this role is the primary contact point for all users of the University's IT services and to offer resolution of incidents and service requests or manage escalations to other resolver groups within the IT Services team.

The successful candidate will have experience working in a 1st/2nd line support environment with at least 3 years' experience in a similar environment. You will play an active role in the running of the IT Bar service, relocating IT hardware around campus, onboarding new employees with the technology assigned, highlighting possible service improvements, and using the University's deployment technologies to deploy the operating system images and associated applications onto relevant hardware.

You will be expected to work effectively and proactively, as well as provide appropriate support and guidance to junior members of the team. There will also be opportunities for the engineers to develop specialist skills through involvement in a wide range of projects

• 5 GCSE's (Grade A-C) including English Language and Maths or equivalent work experience
• Knowledge of ITIL framework relevant to an IT helpdesk
• Experience of working in an IT Service Desk team operating within an ITIL operational Framework
• Experience of using an IT Service Management Toolset
• Experience of resolving technical problems in end user computing systems including but not exclusive to Windows 10 and Microsoft 365.
• Technical expertise in the following areas to allow first time fix of customer issues, including:
  • Microsoft365
  • Office Desktop Applications
  • SharePoint
  • Microsoft Teams

• 25 days holiday (Grade 8) and 13 statutory and customary days (taken at Easter and Christmas).
• Family-friendly policies
• Great campus facilities including:
  • Eye clinic
  • Physiotherapy & sports rehabilitation,
  • Counselling & mental health services
  • Food & drink outlets
  • Generous employer contribution pension schemes
  • Generous benefit schemes, including car leasing, cycle to work, holiday purchase, home & technology scheme and shopping discounts

At the University of Bradford we accept people for who they are regardless of age, disability, gender identity, sex, marital status, ethnicity, faith, sexual orientation or socio-economic background and whether you're pregnant or on maternity leave.

In line with the University's commitment to equality charters including Athena Swan, Race Equality Charter, Disability Confident and Stonewall Diversity Champions Programme, we welcome applications from people identifying with these characteristics. The University has a number of staff networks which provide peer support and safe spaces for staff who hold these and other identities.