Job Purpose

The Assistant Systems Analyst provides a range of technical advice and support to end users regarding IT equipment for academic and teaching purposes within the College of Science and Engineering (CoSE). Reporting to the Service Desk Team Lead, this position requires a proactive and customer-focused approach to effectively address technical issues and maintain accurate documentation within a university setting.

Main Duties and Responsibilities

1.  To provide first-line computing support and advice to staff and PGR students across the College of Science and Engineering, supporting their use of IT and AV facilities both remotely and on-site.

2.  Diagnose and resolve a range of user problems, escalating complex issues to higher-level support teams when necessary.

3.  Use the Ivanti Helpdesk system to log, monitor, and record the resolution of IT issues, and where appropriate assign tasks to team members.

4.  Support with installation, configuration, and support of Student PC Lab’s, end user devices and associated peripherals: laptops, desktops, tablets and mobile devices running a range of operating systems (Windows, Linux, and Apple MacOS).

5.  Coordinate logistics for device repairs, including liaising with external vendors, engineers, and contractors.

6.  Update the asset inventory and documentation of computer users, IT equipment, system configurations and software licenses in various databases, and ensuring compliance with university guidelines.

7.  Clearly communicate technical solutions to non-technical users, addressing their concerns and inquiries.

8.  Assisting senior members in maintaining documentation, standard procedures, and guidance.

9.  Any other reasonable duties and projects which may from time to time be required by the Line Manager or Head of College IT.

Knowledge, Qualifications, Skills and Experience

Qualifications

Essential

A1 Scottish Credit and Qualification Framework level 5 or 6 (National 5 or 6, Scottish Vocational Qualification level 2 or 3) or equivalent, and experience of personal development in a similar role.

Knowledge, Skills and Experience

Essential

C1 Detailed technical knowledge of end user computing components, specifications and standards.

C2 Familiarity of PC hardware, Microsoft Windows, Office365 and other main applications (e.g. Zoom) used in the University, in a networked environment.

C3 Effective Customer Service, interpersonal and communication skills.

C4 Initiative and judgement to resolve problems independently, knowing when to escalate to senior colleagues.

C5 Ability to plan or schedule work days and weeks ahead, and to respond to changing pressures or requirements.

C6 Proficient in following workflows, policies and guidelines when determining appropriate courses of action, and referring to a manager as appropriate.

C7 Experience of supporting end users with varying degrees of technical knowledge in a clear and concise manner.

C8 Experience of providing IT support in a complex IT environment supporting users from multiple disciplines.

Desirable

D1 Experience of using a ticketing helpdesk system to manage incoming jobs and recording actions.

D2 Experience of providing Technical support in a University or Educational Institution.

Terms and Conditions

Salary will be Grade 4, £23,881 - £26,942 per annum.

This post is full time (35 hours per week) and open ended (permanent).

Closing Date:  31 March 2025