Technical Support Analyst

About The Job

Internal Applications Only

Interview date: Week beginning 26 May 2025

The post of a Technical Support Analyst is to provide a professional and customer focused point of contact for IT Services in providing both students and staff with IT assistance.  The main function of this post is to provide support and act as an escalation point to the service desk analysts and act as roaming support for the IT Customer service and support team. 

Main Duties and Responsibilities

• To provide technology related assistance and facilitate resolution of incidents, problems and requests for both students and staff.
• Apply technical expertise in order to attempt to resolve enquiries at first contact and/or allocate/escalate to the appropriate team or expert group according to process.
• Responsible for the diagnosis, and resolution of assigned incident, request work items, and the completion of all related assigned activities.
• Responsible for the monitoring of new work items and own work item queue ensuring they are actioned according to assigned service level objectives and priority.
• Responsible for the administration, availability, and support of IT service, request offerings to the organisation.
• Responsible for the completion of operational control process, and the monitoring, analyses of environment providing proactive recommendations and solutions.
• Responsible for helping and support for related infrastructure system, network, and application service as defined within the IT Service Portfolio.
• Responsible for ensuring operational policies, standards, best practices configurations, system settings and process tasks are adhered to and carried out.
• Responsible for the inventory, administration, deployment of operational related hardware, software and ensuring its configuration meets defined policy criteria.
• Responsible for working with third party suppliers to verify timely delivery of software, hardware equipment and ensure its readiness for operation usage.
• General maintenance and repair of PC’s hardware.
• Windows and Apple Mac Desktop and Laptop Builds as well as keeping them up to date

We want you to be able to carry out your work in a way that best supports UON and our students, but also you as an individual. We understand this may vary between different areas of the university as well as from one person to another.  With Smarter Working you can work with increased flexibility, if you would like to, which can facilitate greater freedom and autonomy. 

About You

Organisational Skills

• Experience of working to service level agreements for service-related incidents and requests.
• Experience of working within a customer service / IT Service desk team environment.
• Excellent organisational skills, with the ability to prioritise and manage competing demands effectively.

Technical & Analytical Skills

• Experience of ITIL and service operation processes.
• Experience of supporting and configuring Apple and Windows devices. 
• Experience of supporting and configuring Android and iOS devices.

Personal Qualities

• Excellent interpersonal skills with peers and key stake holders.
• Self-motivated and able to work on own initiative.
• Excellent customer service skills with both student and staff requirements.
• Good communication and presentation skills.

Qualifications

Essential:

• ITIL Foundation v4
• Educated to GCSE level or equivalent

Desirable:

• CompTIA A+
• Educated to Degree level 

IT Services

This is a great opportunity for someone looking for a position in a progressive and ambitious IT Services department. IT Services provide support and delivery of IT needs for staff and students across the University.

About Us

At the University of Northampton, we are committed to supporting aspirations, creating opportunities, and delivering meaningful impact. Our people are at the heart of everything we do, and we foster a progressive, inclusive environment where excellence thrives for our students and staff.

Our People

Our staff are our greatest asset. We are dedicated to building an inclusive community that values diversity, promotes wellbeing, and supports personal and professional growth. By developing a first-rate People Strategy, we aim to attract and retain top talent, enhance career progression, and ensure that every colleague feels empowered to achieve their best.

Our Values

• Inclusivity: We celebrate diversity and ensure that everyone has the opportunity to excel.
• Sustainability: We are committed to becoming a net zero carbon institution, taking collective action for the benefit of society and the environment.
• Aspiration: We strive for excellence in all we do, empowering our staff, students, and partners to reach their highest potential.
• Trust: We build relationships based on respect, transparency, and shared goals.

Together, we are creating a future where our community, our work, and our impact truly make a difference.

Right to Work

All candidates will be required to provide proof of their eligibility to work in the UK during the interview process.  Due to the requirements laid out by UK Visas and Immigration regarding Right to Work in the UK, the University can only accept applications from individuals who currently have a status allowing them to work in the UK for this position. Due to this criteria, we regret that we are unable to offer sponsorship at this time.

Equality

We welcome applications from individuals from underrepresented groups.

The University of Northampton is committed to providing a vibrant, ethical, and sustainable environment that values equality, diversity, and inclusion. Our commitment ensures an inclusive atmosphere for staff, students, and the public. We manage equality and diversity through key committees and formal policies, extending our responsibility to subsidiary companies and partnerships.

Together @ UON
Our Commitment to Equality and Inclusion

Together @ UON affirms our dedication to creating an environment that celebrates diversity and promotes equality. We aim to foster a space where all can thrive, aligning with our mission to transform lives and inspire change.

Commitments Include:

1. Creating an Inclusive Environment: Adopting a zero-tolerance approach to discrimination and ensuring all activities are inclusive.
2. Supporting Students and Staff: Strengthening mental health support, enhancing disability confidence, and ensuring academic and professional support.Tackling Inequalities: Involving students in recruitment, integrating forums for equality data analysis, and supporting networks for protected characteristics.
3. UON’s Major Commitments:

• Disability Confident
• Standalone Pledge
• IHRA Working Definition

For more details, visit: Equality and Diversity at UON