Date posted: 06/03/2020

Further your I.S. career with Edinburgh Napier University

We are looking for a Senior Service Desk Analyst to join our Information Services team, who can lead with providing an effective, high quality, responsive, customer orientated, professional IT telephony and counter based service to staff and students within the University.

Our Information Services Team provide innovative and reliable IT and services which are continually adapted to meet the changing needs of the staff and students in our rapidly changing technology environment. The University is committed to making significant investment in its IT and digital services provision to ensure the delivery of consistent, high quality IT and Library services across the University.

Here at Edinburgh Napier University we have around 1,500 staff who support 18,500 student across our three campuses in Edinburgh and through transnational education overseas.

The role

You will assist in embedding ITIL, incident management and service related processes and will provide best practice service management of the Service Desk through first and second line support for the broad range of systems and technologies that the University relies on. As part of this role you will have line manager responsibility for a number of Service Desk Analysts.

Who we are looking for

We are looking for a strong communicator with honed customer service skills. Candidates should be degree educated, or have relevant experience within a similar role, and will have an ITIL Foundation qualification.

As a senior Service Desk Analyst you will be responsible for deputising for the Service Desk Manager when on annual leave and out the office. You will lead a small number of analysts and be responsible for supporting them with workload allocation and supporting developing their knowledge and training through 1-1's.  

You will have previous experience of working within a Service Desk Team within a large and complex user environment, with further experience of supporting a complex range of user needs and delivering appropriate service models to meet these.

Key to this position is strong IT Skills, customer service and delivery of SLA's and KPI's. You will encompass both Microsoft, Mac and other relevant technologies in desktop and laptop hardware programmes, mobile devices and software applications with further understanding of remote administration and software distribution tools.

If this opportunity sounds of interest, please click here to read the full role description.

Benefits

In return, we offer a great working environment where we support ambition, recognise achievement and offer an attractive benefits package. This includes a minimum of 36 days annual leave (includes bank holidays), a generous pension scheme (Employer contribution of 20.4%), professional development opportunities, discounted access to onsite sports facilities and a wide range of other staff discounts.

Additional information

• Application closing date: Sunday 22nd March 2020 (Midnight GMT)
• Interviews: Friday 3rd April 2020

To apply, please complete our online application form and attach an up to date copy of your CV

This role does not meet the minimum requirements set by UKVI to enable sponsorship of migrant workers. Therefore, we cannot progress applications from candidates who require sponsorship to work in the UK. For further information on this, please visit the UK Visas and Immigration website: www.gov.uk/browse/visas-immigration/work-visas

The University is committed to inclusion, demonstrated through our work in respect of our diversity awards and accreditations and hold Disability Confident, Carer Positive and Stonewall Scotland Diversity Champion status.

Date posted: 06/03/2020

Further your I.S. career with Edinburgh Napier University

We are looking for a Senior Service Desk Analyst to join our Information Services team, who can lead with providing an effective, high quality, responsive, customer orientated, professional IT telephony and counter based service to staff and students within the University.

Our Information Services Team provide innovative and reliable IT and services which are continually adapted to meet the changing needs of the staff and students in our rapidly changing technology environment. The University is committed to making significant investment in its IT and digital services provision to ensure the delivery of consistent, high quality IT and Library services across the University.

Here at Edinburgh Napier University we have around 1,500 staff who support 18,500 student across our three campuses in Edinburgh and through transnational education overseas.

The role

You will assist in embedding ITIL, incident management and service related processes and will provide best practice service management of the Service Desk through first and second line support for the broad range of systems and technologies that the University relies on. As part of this role you will have line manager responsibility for a number of Service Desk Analysts.

Who we are looking for

We are looking for a strong communicator with honed customer service skills. Candidates should be degree educated, or have relevant experience within a similar role, and will have an ITIL Foundation qualification.

As a senior Service Desk Analyst you will be responsible for deputising for the Service Desk Manager when on annual leave and out the office. You will lead a small number of analysts and be responsible for supporting them with workload allocation and supporting developing their knowledge and training through 1-1's.  

You will have previous experience of working within a Service Desk Team within a large and complex user environment, with further experience of supporting a complex range of user needs and delivering appropriate service models to meet these.

Key to this position is strong IT Skills, customer service and delivery of SLA's and KPI's. You will encompass both Microsoft, Mac and other relevant technologies in desktop and laptop hardware programmes, mobile devices and software applications with further understanding of remote administration and software distribution tools.

If this opportunity sounds of interest, please click here to read the full role description.

Benefits

In return, we offer a great working environment where we support ambition, recognise achievement and offer an attractive benefits package. This includes a minimum of 36 days annual leave (includes bank holidays), a generous pension scheme (Employer contribution of 20.4%), professional development opportunities, discounted access to onsite sports facilities and a wide range of other staff discounts.

Additional information

• Application closing date: Sunday 22nd March 2020 (Midnight GMT)
• Interviews: Friday 3rd April 2020

To apply, please complete our online application form and attach an up to date copy of your CV

This role does not meet the minimum requirements set by UKVI to enable sponsorship of migrant workers. Therefore, we cannot progress applications from candidates who require sponsorship to work in the UK. For further information on this, please visit the UK Visas and Immigration website: www.gov.uk/browse/visas-immigration/work-visas

The University is committed to inclusion, demonstrated through our work in respect of our diversity awards and accreditations and hold Disability Confident, Carer Positive and Stonewall Scotland Diversity Champion status.

Location: 

Jubilee Campus

Salary: 

£30,942 to £40,322 per annum (pro-rata if applicable) depending on skills and experience. Salary progression beyond this scale is subject to performance.

Previous applicants need not reapply.

Applications are invited for the IT Systems Engineer role, working within the School of Computer Science on the University's Jubilee Campus.

You will be part of the School of Computer Science Research Systems Team providing, managing, and supporting IT services for Staff, Researchers and Taught Students. You will also be the primary IT support contact for various research and development projects which would include the specification and supporting of equipment with various desktop, server and mobile operating systems and applications. You will be expected to support, troubleshoot and develop systems running Linux, Windows and macOS and already have experience administering all of these. You will handle the day-to-day administration and development of services, the training and educating of new users, and will cover both 1st and 2nd line support roles.

You should have significant, proven technical support experience with CentOS and other Linux distributions, at a level which requires a minimum of supervision. Your excellent IT knowledge will also include the administration of Windows and macOS systems and a good understanding of server and network environments.

At the University of Nottingham, we are committed to providing competitive employment packages whilst supporting the well-being of our staff to help them reach their full potential. As a University employee, you will have access to a range of benefits and rewards, including leading fitness and health facilities, staff discounts and travel schemes, along with a generous holiday allowance and a highly attractive pension scheme.

You will hold an HND or a degree in Computer Science or related subject (or equivalent qualifications/certification), plus substantial experience in a relevant role(s) or a minimum of five GCSEs (or equivalent) Grade A*- C, with extensive experience in a relevant role(s).

This role is available on a fixed term basis until 28th February 2022. Hours of work are full time (36.25 hours). Job share arrangements may be considered.

Informal enquiries may be addressed to Julia Cousens-Smith, tel: 0115 951 4327 or email Julia.Cousens-smith@nottingham.ac.uk. Please note that applications sent directly to this email address will not be accepted.

Our University has always been a supportive, inclusive, caring and positive community. We warmly welcome those of different cultures, ethnicities and beliefs – indeed this very diversity is vital to our success, it is fundamental to our values and enriches life on campus. We welcome applications from UK, Europe and from across the globe. For more information on the support we offer our international colleagues, visit; https://www.nottingham.ac.uk/jobs/applyingfromoverseas/index2.aspx

Location: 

Jubilee Campus

Salary: 

£30,942 to £40,322 per annum (pro-rata if applicable) depending on skills and experience. Salary progression beyond this scale is subject to performance.

Previous applicants need not reapply.

Applications are invited for the IT Systems Engineer role, working within the School of Computer Science on the University's Jubilee Campus.

You will be part of the School of Computer Science Research Systems Team providing, managing, and supporting IT services for Staff, Researchers and Taught Students. You will also be the primary IT support contact for various research and development projects which would include the specification and supporting of equipment with various desktop, server and mobile operating systems and applications. You will be expected to support, troubleshoot and develop systems running Linux, Windows and macOS and already have experience administering all of these. You will handle the day-to-day administration and development of services, the training and educating of new users, and will cover both 1st and 2nd line support roles.

You should have significant, proven technical support experience with CentOS and other Linux distributions, at a level which requires a minimum of supervision. Your excellent IT knowledge will also include the administration of Windows and macOS systems and a good understanding of server and network environments.

At the University of Nottingham, we are committed to providing competitive employment packages whilst supporting the well-being of our staff to help them reach their full potential. As a University employee, you will have access to a range of benefits and rewards, including leading fitness and health facilities, staff discounts and travel schemes, along with a generous holiday allowance and a highly attractive pension scheme.

You will hold an HND or a degree in Computer Science or related subject (or equivalent qualifications/certification), plus substantial experience in a relevant role(s) or a minimum of five GCSEs (or equivalent) Grade A*- C, with extensive experience in a relevant role(s).

This role is available on a fixed term basis until 28th February 2022. Hours of work are full time (36.25 hours). Job share arrangements may be considered.

Informal enquiries may be addressed to Julia Cousens-Smith, tel: 0115 951 4327 or email Julia.Cousens-smith@nottingham.ac.uk. Please note that applications sent directly to this email address will not be accepted.

Our University has always been a supportive, inclusive, caring and positive community. We warmly welcome those of different cultures, ethnicities and beliefs – indeed this very diversity is vital to our success, it is fundamental to our values and enriches life on campus. We welcome applications from UK, Europe and from across the globe. For more information on the support we offer our international colleagues, visit; https://www.nottingham.ac.uk/jobs/applyingfromoverseas/index2.aspx