Technical Support Analyst

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Technical Support Analyst
Salary: Circa £27,000 per annum negotiable depending on experience
Contract: Permanent
Location: Hybrid - flexibility to work from home or at any of our main hubs (London, Bristol, Manchester and Harwell)

Jisc is the UK higher, further education and skills sectors’ not-for-profit organisation for digital services and solutions. We believe education and research improves lives, and technology improves education and research.

Our vision is for the UK to be a world leader in technology for education and research and our mission is to power and empower our members with the technology and data they need to succeed. We know that digital technology has the ability to transform the student experience. We have the experience, expertise and know-how to drive that transformation.

At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.

We celebrate diversity, embrace our differences and know that this is critical for our success. We work hard to make sure we’re inclusive and we are committed to furthering our culture of inclusion. So, if you are great at what you do and share our values, we want to hear from you.

About the role:
Data Analytics at Jisc support our members and customers by providing data analytics and services, which enrich the student experience, and advance higher and further education with powerful business intelligence and analysis. It is our mission is to harness the power of data and technology for everyone learning, teaching, conducting research and working in FE and HE.

This role sits within the customer insight and development team. The key focus of our team is to ensure our members and customers are successful and generate value for students, staff, institutions and businesses using our products and services.

We are looking for someone who has previous experience working in a service desk environment with working knowledge of systems, software, technologies, communications and suppliers as you will be responsible for providing dedicated technical support, around all things regarding the delivery of our products and services.

You will be also be responsible for handling technical and data-related queries directly from customers, and other areas of Data Analytics – conducting detailed, in-depth and careful investigation of issues.

Good communication skills are key to this role as you will need to develop and maintain good working relationships with existing (and new) customers, such as promoting the services, keeping service documentation up to date, encouraging user feedback and working with the development teams to grow and enhance the service.

Other responsibilities will include:

• To ensure service requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the service desk IT service management tool
• To take and assist in progressing external customers’ (or internal Jisc data analytics directorate team customers) service requests through to resolution, ensuring that service requests which cannot be resolved are escalated to the correct resolver team and proactively managed
• To provide technical support on issues, finding solutions and working on the systems and occasionally across service/ product components

Key Skills and Experience:

• Previous experience in working in a service desk environment and providing focused technical and user support services
• Knowledge of systems, software, technologies, communications and suppliers to support service desk delivery
• Ability to resolve customer issues via workable solutions and develop new skills
• Good organisational, communication and interpersonal skills for communicating with colleagues and customers
• Motivated to learn and be pro-active in improving our services

Please refer to the job description for full details

Don’t meet every single requirement?
We know that sometimes people can be put off applying for a job if they think they can’t tick every box but we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You may be just the right candidate for this or other roles!

Why work at Jisc:
At Jisc we believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

We offer hybrid working and although the majority of our staff work from home, getting face to face is something we value and find time for when we can. If you prefer an office environment all our hubs are open and offer a great space to work.

Our benefits are great too. We offer:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 28 days annual leave (plus bank holidays) and an additional three closure days over Christmas
• A generous pension scheme with above average employer contributions
• A range of leave options, including parental leave, volunteer leave and even career breaks.
• A generous budget to attend conferences and in-person training
• Allocated allowance of up to £250 to equip your home office
• A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning
• Mental health first aid trained staff and supportive environment, plus your own Wellbeing allowance to spend on wellbeing for you
• Financial well-being support
• Discounts on big-name high-street stores
• Cycle to work scheme
• Employee recognition awards and travel loans

Equality, diversity and inclusion
At Jisc, we strive to be best in practice and are working hard to achieve progressive change. ‘Always inclusive’ is one of our six guiding principles - a principle which actively encourages acceptance of differences within individuals.

We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, neurodivergence, trans status, veteran status or gender identity.

Application process:
Please do let us know what reasonable adjustments you need made to the application or selection process so you can do your best. We will be happy to help you.

Just so you know, we review CVs as we receive them, and interview as soon as we have applications that look like a good match (usually within a week). We don’t use closing dates. So, please apply as soon as possible to avoid missing out on this role. We advertised this role on 19/01/2023.

Job Ref LS-TSA-1901 Location: Hybrid - Any of our hubs - UK Function IT Salary Circa £27,000 per annum negotiable depending on experience Status Full Time Type Permanent Hours 35