IT End User Computing Analyst

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

IT End User Computing Analyst

Hours of Work: Full-time, 35 hours per week 9am – 5pm (+ occasional evenings + weekend overtime)

Contract type: Permanent

Salary: Starting salary will be from £25,138 - £29,605 Salary Grade 5 depending on qualifications and experience

At Leeds Trinity University, we find ourselves in an exciting period of growth and transformation. From a set of strong foundations, we are on an inspiring journey in relation to academic development, employability, careers, and the positive contribution we can make in our region, the country and wider world.

We are currently seeking a Computing Analyst to join our team and contribute to the delivery of a professional End User Computing (EUC) Support Service.

In this role, you will provide support in key technologies within our IT Services operation, following the ITIL framework.

Your responsibilities will include offering effective and courteous escalation support for the IT Helpdesk Support Team, assisting users with core software and systems via telephone, remote control tools, email, and in person as needed.

If you have a passion for IT support and excellent communication skills, we encourage you to apply for this role.

Responsibilities

• To provide an effective and courteous escalation service for the IT Helpdesk Support Team, via telephone, remote control tools, email and in person as required to support users in the use of core software and systems including:

• Microsoft Office applications inc. 365 and Teams
• Azure, Exchange, and Teams Admin
• Teams Telephony services and configuration
• Teams Meeting Rooms and Classroom Support
• Virtual Learning Environment (Moodle, Turnitin) access
• Printing system user administration and troubleshooting
• Network monitoring, configuration, and troubleshooting.
• Remote access tools and MFA/DUO/Intune Support
• MEMCM Software deployment, OS updates/drivers’ deployment
• JAMF control of university owned Macs, iOS tablets and phones.

• Follow appropriate actions and escalation procedures to ensure that incidents, problems, and service requests are dealt with according to the appropriate Service Level Agreements
• Provide initial support and investigation in respect of incidents and problems with key infrastructure systems as directed by the EUC Manager or Head of IT Services to include elements of, for example: mail systems, network infrastructure, security systems, database systems, etc
• Work with the Network & Security, Infrastructure & Platform teams in the development, delivery and support of central technology areas and projects
• Work on the evaluation, deployment and support of specialist desktop software used for learning and teaching and maintain that software in line with Cyber Essentials requirements
• Support, distribute and install ICT equipment on university premises
• Respond to incidents relating to ICT equipment and desktop software
• Repair and service IT hardware items

About You

• Good basic education to GCSE level standard, or equivalent, to include Mathematics and English
• Appropriate IT/Computing qualification to level 5 (HND, Foundation Degree etc.) or equivalent professional experience
• Skills, Knowledge & Experience
• Experience of providing support with a broad range of IT administration and technical functions
• Customer service experience in IT support
• Facilitating incident resolution by liaising with 3rd party support providers and Support of the Windows desktop operating system and the Microsoft Office Suite
• Practical knowledge of networked systems and hardware
• Working knowledge of Android and iPhones
• Excellent interpersonal and communication skills. The role requires liaison with the various service desks across the University and engagement with both technical and nontechnical stakeholders.
• Knowledge of Windows 10 deployment and management via Microsoft MEMCM (SCCM)

Location:

Initially, you will be based at Horsforth Campus, but it is expected you will relocate to the Leeds City Campus in Academic Year 2024/25. Through our agile working framework, you will also spend time working remotely, which will be discussed further at interview.

This advert will close as soon as a suitable number of applications have been received. So, if you’re interested in this opportunity and an exciting career with Leeds Trinity University, apply now.

Leeds Trinity University values diversity and inclusion and particularly encourages applications from the following groups as they are currently under-represented at this level within the University: Women, LGBT+, Black, Asian and Minority Ethnic applicants, as well as candidates with disabilities, whether hidden or otherwise. The University will consider all forms of flexible working arrangements.