IT User Support Analyst

at  Bournemouth University

All Locations
Studland House (Bournemouth - Lansdowne)
All Departments
IT Services and Systems Support
Advertising Salary
Salary from £28,759 - £32,982 per annum with progression opportunities to £36,024
Vacancy Type
Permanent
Function
Professional and Support
Closing Date

10 Jul 2025

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REQUIREMENTS:

• Excellent communication and analytical fault-finding skills.
• Comprehensive understanding of IT service provision within a University environment.
  If you wish to discuss the role further before applying, please contact Alan Downing at downinga@bournemouth.ac.uk.
  This position does not meet the eligibility requirements for sponsorship under the Skilled Worker Route within the UK Visa and Immigration service’s Points Based System. Therefore, BU will not be able to sponsor individuals who require permission to work to carry out this position.

ABOUT US

Bournemouth University’s vision is worldwide recognition as a leading university for inspiring learning, advancing knowledge and enriching society through the fusion of education, research and practice. Our highly skilled and creative workforce is comprised of individuals drawn from a broad cross section of the globe, who reflect a variety of backgrounds, talents, perspectives and experiences that help to build our global learning community.
BU values and is committed to an inclusive working environment. We seek a diverse community through attracting, developing and retaining staff from different backgrounds to contribute to inspirational learning, advancing knowledge and enriching society. To support and enable our staff to achieve a balance between work and their personal lives, we will also consider proposals for flexible working or job share arrangements.
A job description for this position is available at the top of this page. If you require this in a different format, please contact us at hrvacancies@bournemouth.ac.uk.
To view all of our current advertised vacancies, please click here. Note that whilst we are transitioning to a new recruitment system you may be asked to either complete an application form to submit by email, or to complete an online application

ABOUT THE ROLE

User Support Analysts are part of the second-line support team within IT Services. The role involves resolving and diagnosing problems while maintaining ownership of incidents and requests through to resolution.

KEY RESPONSIBILITIES:

• Work collaboratively as part of a team to provide flexible technical support, desktop application support, and learning and teaching support to BU staff and students.
• Utilize knowledge of Incident, Problem, Service Level, and Knowledge management processes.
• Provide second-line support, including installation and maintenance services for user computing (hardware & software), telephony, network, and audio-visual systems, adhering to defined standards and procedures both on and off-site.
• Maintain accurate records and report information to foster a culture of continuous service improvement.
• Communicate effectively with users to provide updates on the progress of incidents or requests.