Service Support Analyst

What makes Goldsmiths unique?

Goldsmiths is a world-renowned university that has a reputation for rigorous and innovative academic work; creativity has long been our hallmark. Academic excellence and imaginative course content combine to make a place where creative minds can thrive.

About the Department

We are recruiting for an IT Service Support Analyst with excellent customer service skills to join our IT & Digital Services team at Goldsmiths, University of London, a world-leading centre of educational excellence where ground-breaking research meets innovative teaching and thinking. This is the perfect opportunity to develop your existing IT skills within a forward-thinking team.

About the Role

Essentially, as a Service Support Analyst you will provide professional and customer centric incident management support to all employees, students, and visitors to the college and across the campus. This role also essential in conducting investigation of suspected attacks and security breaches, as it involves not only analysing the nature and scope of these incidents but also coordinating with various teams to gather evidence, assess vulnerabilities, and implement measures to prevent future occurrences.
You will log incidents and requests, maintain accurate written records of work completed in line with customer service principles. As a member of the Service Support team, you will be expected to work shift patterns including occasional weekends to support the Service Operations opening hours during term time, vacation and occasionally during university closure days.

About the Candidate

Educated to bachelor’s degree level or holds a relevant professional
qualification or equivalent experience. Certification or equivalent in most of the following areas:
ISO 20000/ ITIIL Foundation Service Desk Senior Analyst
Apple / Microsoft Certified Support Professional MCTS-Microsoft Certified Technology Specialist AQA Level 3 Technical Level IT: User Support
Experience of responding to service requests for support by providing information to fulfil requests or enable resolution, as well as investigating and analysing incidents to determine the underlying cause and help customers to continue operation.
Experience of using agreed procedures, providing advice to users on
systems, products and services, which are available to them, as well as interpreting technical or procedure manual on behalf of non-technical users
Experience of initiating speedy resolution to incidents in systems and services, by coordinating the efforts of the resolution team or teams
Experience of initiating speedy resolution to incidents in systems and services, by coordinating the efforts of the resolution team or teams
Brief staff members on technical issues to facilitate their effectiveness in
understanding and resolving customer service issues.

Benefits
We have generous benefits – an agile working environment, 28 days’ annual leave plus 6 paid closure days (4 at Christmas and 2 at Easter) plus all Bank Holidays, great transport links, a defined benefit pension scheme, support for professional development, and a broad range of wellbeing initiatives such as staff choir, running club, and creative writing classes.

Goldsmiths, University of London is passionate about advancing equality and celebrating diversity.