Senior IT Service Desk Analyst

at  Royal Agricultural University

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Senior IT Service Desk Analyst – Job Description
The Role
Job title: Senior IT Service Desk Analyst
Department: Digital Innovation
Responsible to: Digital Operations Manager
Location: Royal Agricultural University, Cirencester
Salary: Grade 6, £28,759 to £33,965
Term: Full-time; permanent
Relationships with: Staff, students, visitors, external providers and suppliers
Role Purpose
Digital Operations at the RAU brings together Library and IT support expertise to contribute to the
development of digital innovation across the University; enabling academic staff, the enrichment of
the curriculum, and both face-to-face and distance learning. The Service Desk team provides
software, systems and hardware support to staff, students and other users at all RAU campuses.
A key member of the team which delivers a comprehensive, effective and efficient IT and audio-
visual support service to the University community, logging and managing requests and incidents in
accordance with service level targets.
Making use of extended technical knowledge, this role will undertake a range of duties to ensure
the smooth functioning of the RAU’s digital systems, working with hardware, software, networks
and consumables. Manage workload and allocate tasks of team members. As part of the team,
provide first line support to staff, students and other users, providing access to information and
resolving issues, using remote desktop access software where appropriate. Act as second line
support ie first point of technical escalation, to other members of the Digital Operations team.
When necessary, escalate issues to the Digital Operations Manager and other members of the
department, monitoring progress and recording the final resolution.
The role is normally based at the Cirencester campus, but is required to work at any RAU UK campus
as necessary.
Key Responsibilities
1. Work with the Digital Operations Manager to design and continuously improve the IT Service
Desk support offer to stakeholders. Keep up-to-date with developments in the field within the
institution and across the sector.
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2. Take responsibility for delivering the IT support service within the available resources, across
all RAU campuses and international partners. Communicate clearly to and manage expectations
of staff, students and other users. Travel to UK RAU sites as necessary.
3. Contribute to the smooth running of the Digital Operations Team, liaising with colleagues in
the Digital Architecture Team to develop and disseminate processes and procedures.
4. Support staff, students and other users as appropriate in their use of specific services, products,
systems or processes to maximise service quality, efficiency and continuity, enabling the
delivery of University goals.
5. Lead the delivery of a range of service support tasks within agreed Service Level Agreements
and targets, including logging incidents, requests and responses on the University’s IT Service
Management tool, providing first line solutions where appropriate, and acting as first point of
technical escalation for colleagues. Escalate matters to the Digital Operations Manager, Digital
Architecture, or Learning Technology teams as necessary and appropriate.
6. Provide a range of remote and deskside support to end users, across both hardware and
software related issues via MS Teams, telephone and email, including where appropriate, those
based at the RAU’s international partners.
7. Develop an effective knowledge base to inform responses and improve support to staff and
students by documenting resolution information in the University’s IT Service Management
tool. Ensure this knowledgebase is accessed and applied by other team members. Provide
guidance and training to other team members.
8. Analyse and interpret data and information, identifying trends and the possible implications
and opportunities for continuous improvement activity.
9. Effectively manage workload, scheduling responses to requests and daily tasks, ensuring
smooth operations and supporting the resourcing of service provision.
10. Balance creative and technical problem-solving, customer service, and collaboration to ensure
that students and staff throughout the RAU and our international partners can access and
utilise the software and resources they need.
11. Work with the Digital Operations Manager, the Learning Technology and the Digital
Architecture teams to provide appropriate advice, and guidance materials for students and staff
to help them make best use of the RAU’s digital provision.
12. Liaise with HR to ensure the delivery of appropriate new starter inductions. Issue devices to
end users, carryout starter inductions, and update the asset register as necessary. Work with
DI Procurement to ensure the asset register is accurate and up to date.
13. Undertake the installation and configuration of application and systems software and of
hardware, including computers, mobile devices, printers and network equipment. Act as first
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point of technical escalation for other members of Digital Operations Team.
14. Work with suppliers to support allocated project tasks and rectification issues.
15. Liaise with the Estates Team Leader and other members of the Commercial team to facilitate
the relocation of IT equipment. Plan and lead the technical delivery of office moves and other
programmes of work, engaging with end-users, the Digital Architecture Team and other
stakeholders as appropriate.
16. Liaise with DI Procurement to ensure maintenance of an accurate asset register of all the
University’s end-user IT equipment.
17. Work collaboratively with other departments and the wider University to source and exchange
information where required.
18. Work outside of standard hours if needed to meet departmental deadlines.

General responsibilities:

• The University is committed to equality of opportunity. All staff are required to comply with

current legislation, University policies and good practice guidance.

• All staff are required to act in a way that safeguards the health and wellbeing of children and

vulnerable adults at all times. The post holder must be familiar with and adhere to appropriate
safeguarding policies and guidance and participate in related mandatory/statutory training.
Managers have a responsibility to ensure their team members understand their individual

responsibilities with regard to safeguarding children and vulnerable adults.

• All staff are required to participate in the University appraisal process and should ensure they

are familiar with the process and plan time to prepare for their appraisal. Following the
appraisal, staff are expected to undertake in any necessary learning and development and

work towards the objectives that have been set.

• The University expects staff to attend any training designated as mandatory and to undertake

learning and development activities to support their role. Managers must facilitate learning

and development within their teams.

• It is a condition of employment that staff will not disclose any information obtained in the

course of their duties other than to those entitled to receive it. The post holder must ensure
that the confidentiality of personal data remains secure and that restricted information or
highly restricted information to which they have access remains confidential during and after
their employment at Royal Agricultural University. All staff must undergo appropriate data

protection training as required.

• All absence from work must be reported in accordance with the University’s absence

procedures and recorded on iTrent.
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• The University acknowledges its responsibility to provide a safe, smoke free environment, to

its employees, service users and visitors. It is the policy of the University not to allow smoking
on University premises other than in specifically designated areas.
University Values
As a University we have chosen five values to underpin our learning community. These are the values

which we will all work by and for which we want the RAU to be known. We are:

• Collaborative - we believe in the power of working together. We are stronger as a community

of practice - inspiring each other, identifying shared goals, and providing reciprocal support

leads to greater success.

• Open-Minded - we are receptive to new ideas and we value the diversity of experiences and

skills. We are committed to listening to everyone across the RAU community.

• Resourceful - we adopt creative approaches to achieve our goals while setting higher

standards, promoting professionalism and sustainability.

• Responsible - individually and collectively we take accountability for our actions working with

integrity to achieve the highest ethical standards.

• Inclusive - we acknowledge the fundamental value and dignity of all individuals and are

committed to maintaining an environment that seeks to eliminate all forms of discrimination
and respects diverse traditions, heritages, and experiences.
Person Specification

REQUIREMENTS ESSENTIAL MEASURED BY

The post holder must be able to demonstrate: or A) Application
Desirable Form
B) Interview
C) Presentation

QUALIFICATIONS

Good standard of education to A Level standard or E A, B
equivalent
Educated to degree level or equivalent, or holding E A
Professional qualifications in IT
Clean UK driving licence E A

EXPERIENCE

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REQUIREMENTS ESSENTIAL MEASURED BY

The post holder must be able to demonstrate: or A) Application
Desirable Form
B) Interview
C) Presentation
A high level of proficiency in supporting Windows OS, MS E A, B
Office and desktop applications
Extensive experience in the use and installation of a wide E A, B
range of desktop software
A high level of proficiency in installing, upgrading and E A, B
troubleshooting PCs, mobile devices and printers
Experience of leading small teams to deliver a service or D A, B
programme of works successfully.
Experience of motivating staff and building an effective team D A, B

ABILITIES AND ATTRIBUTES

The ability to communicate effectively, both verbally and in E A, B
writing, with students and staff at all levels in the RAU
Ability to plan and organise work effectively, lead a small E A, B
team and work on own initiative
Physically fit enough to be mobile on foot around campus to E A, B
cover a wide area
Work across all RAU UK campuses when required E A, B
Work outside of standard hours when required E A, B
Application Procedure

If you are interested in applying for this role, please send:

• University Application Form together with the Equal Opportunities Monitoring Form available

on the University website www.rau.ac.uk – you may attach your up to date CV if you wish to
add additional information.
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• Details of two referees who must be people who can comment authoritatively on you as a

person and as an employee in relation to the level of the post, and must include your current

or most recent employer or their representative.

• Please forward to the HR Team, Royal Agricultural University, Cirencester, Gloucestershire,

GL7 6JS or via email to jobs@rau.ac.uk stating where you saw the advert for the role

• Informal enquiries can be made to Susan Baker, Digital Operations Manager: Susan.Baker

@rau.ac.uk

• Closing date: 29 September 2024 with Interviews on: 09 October 2024
• Should you be selected for interview please be aware that we are unable to reimburse

interview expenses.

General responsibilities:

• The University is committed to equality of opportunity. All staff are required to comply wit

responsibilities with regard to safeguarding children and vulnerable adults.

• All staff are required to participate in the University appraisal process and should ensure the

If you are interested in applying for this role, please send:

• University Application Form together with the Equal Opportunities Monitoring Form availabl

GL7 6JS or via email to jobs@rau.ac.uk stating where you saw the advert for the role

• Informal enquiries can be made to Susan Baker, Digital Operations Manager: Susan.Bake