University of Bath

University of Bath

Service Analyst (1st line Support) (CH11487R)

Job title Service Analyst (1st line Support)

Department Digital, Data & Technology Group

Salary Starting from £25,138, rising to £28,759

Grade Grade 5

Contract Type Full Time, Open Ended

Placed on Tuesday 26 March 2024

Closing date Tuesday 09 April 2024

Interview date To be confirmed

Reference CH11487R


Are you passionate about all things technology?

This is a great opportunity for you to develop your IT career, if you have a background in or a passion for technology, we'd love to hear from you. You'd be joining our small, experienced standard support team in either a 1st or 2nd line support role working in a fast-paced environment where you will gain experience and exposure to a variety of challenges and problems that will build your expertise.

About the role

Working in Standard Support 1st Line/Service Desk Team:

This team provides initial triage of all tickets/support requests received by DDaT Service Desk.

  • this may be done in person at the Service Desk - speaking to staff/students who walk up to the desk with a query, or responding to tickets
  • this may be done from home (where team staffing levels support option for hybrid working)
  • This team provides 1st line support for all standard use of equipment, software and services supported by DDaT and this may be done:

  • through response to a ticket (including escalation to another support team when appropriate)
  • through a remote support session on a user's device
  • through a visit to a teaching/learning space, meeting room or office to investigate issue reported
  • Manage booking, issue and return of DDaT loan equipment.
  • Assist with deployment of DDaT supported equipment to teaching/learning spaces, meeting rooms and offices as needed
  • About you
  • Previous experience of supporting IT or Audio Visual hardware, software, and services.
  • Confident user of Microsoft Office products and able to provide advice and support on these products.
  • Experience of using email and calendaring software (preferably in a business or academic environment).
  • For an informal discussion about this role, please contact Sherilyn Elmes, Principle Service Manager (Standard Support) on [email protected] or Tim Jones, Service Manager (Standard Support) on Tim Jones [email protected]

    What we can offer you:
  • a very generous employer contributory pension scheme
  • generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance
  • we are a family-friendly University and with an increasingly agile workforce, are open to flexible working arrangements
  • an excellent reward package that recognises the talents of our diverse workforce
  • a wide range of personal and professional development opportunities
  • a number of support options available for new and existing staff to help with the cost of some immigration expenses which you may be eligible for: Relocation allowance, Visa Reimbursement, Interest-Free Loan.
  • Find out more about our benefits.

    We consider ourselves to be an inclusive university, where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students, so we encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on our teams.

    We are very proud to be an autism friendly university and are an accredited Disability Confident Leader; committed to building disability confidence and supporting disabled staff.

    Find out from our staff what makes the University of Bath a great place to work. Follow us @UniofBath and @UniofBathJobs on Twitter for more information.

    Further details:
  • Job Description & Person Specification
  • Appendix

  • Terms of Employment

  • We are constantly seeking to reduce the unconscious bias that enters any assessment process, with the goal of creating an inclusive and equal assessment process. To support this, personal details will be removed from application forms at the initial shortlisting stage.

    Job details


    Service Analyst (1st line Support) (CH11487R)


    University of Bath


    United Kingdom


    March 27, 2024

    Application deadline

    April 09, 2024

    Job type



    Computer Science,Engineering

    About the employer

    Situated in Bath, Somerset, United Kingdom, University of Bath is a public university that received its royal charter in 1966. The University of Bath has been consistently ranked amongst the top universities in the UK and is known for its expertise in research and teaching. In 2004, the university launched the SET squared Partnership with the universities of Bristol, Southampton, and Surrey. This is the largest partnership ever, comprises of a combined staff of 6,400 researchers, and has a research budget of £266 million.

    The university is known for its four faculties: management, science, humanities and social science, and engineering and design. The university has been recognized for its excellence in research facilities and according to the 2014 Research Excellence Framework (REF), 87 percent of the university's research has been defined as world-leading. Notably, the university's research into child poverty and support for vulnerable people won a Queen's Anniversary Prize in 2011. The university's research grants and contracts portfolio is worth around £150 million.

    The university constantly finishes at the top of student satisfaction rankings and excelling in Chemical Engineering, Mechanical Engineering, and Psychology. It was also awarded Gold in the Teaching Excellence Framework. Because of its high-quality teaching, Bath's graduates are highly sought after by the UK's top employers.

    In 2004, Bath University invested in creating a sports training village, which has emerged as one of the best training centers for athletes in Europe. In 2013, the University became a founder member of GW4, an alliance of universities sharing intellectual and physical resources. Also, in the same year, the university opened a block of 75 flats for students living on campus. In 2012, the university began a three-year campus improvement project to improvise and expand student accommodation, teaching space, and a £10million arts centre. The university has invested over £450 million on its campus over the last decade.

    In 2015, the university inaugurated a specialized area for arts, education, and events. The University of Bath has a well-built infrastructure with all the essential facilities and amenities a student will require. The university gives equal focus on sports and offers one of the best sports facilities in the UK. The university-based athletes won six medals in the 2016 Rio Olympics.

    Almost one-fourth of the students enrolled are from outside the UK, so, the university offers a perfect internationally diverse experience. Airbus, World Bank, Nike, Ford, and Rolls Royce are some of the industry leaders, which collaborate with the university.

    Similar jobs

    Recent blogs