IT Support Analyst

Job Description

Job Title IT Support Analyst

Department IT

Grade 4

Location Renfrew Street Campus / Wallace Studios – Hybrid working available

Responsible to Senior IT Support Analyst/IT Manager

Responsible for N/A

Role Summary

You will provide first and second line IT support to staff and students of the Royal Conservatoire of
Scotland. As part of a small, dedicated team your role will include working on a broad range of issues and projects concurrently, providing an efficient, effective and customer focused helpdesk service as part of the IT Department at the Royal Conservatoire of Scotland.

The ability to work well in teams and communicate effectively is essential, as is having a broad range of IT skills which you can utilise to best advantage across a range of technologies and projects.

Main Duties and Responsibilities

• Testing, configuring, troubleshooting and maintaining software and hardware.
• Provide a technical helpdesk service to all staff and students, providing support and advice on technical issues.
• Recording and logging of calls, communicating call status to customers, first level resolution of customer requests
• Advise and assist staff and students in the use of Conservatoire IT Facilities.
• Be responsible for the development and deployment of staff and student PC and laptops and mobile devices
• Preparation of clear and descriptive documentation
• Support ongoing IT projects across a range of technology areas
• Undertake any other reasonable duties as required by the Senior IT Support Analyst and the IT Manager

This list of duties is representative of the range of responsibilities and is not exhaustive. Additional work and projects may be allocated by the Senior IT Support Analyst and the IT Manager as is commensurate with the level of this post and in response to the changing needs of the business.
You will be expected to have a flexible and adaptable approach to your workload as business dictates.

The job description sets out the main duties of the post at the date it was drafted. Such duties may vary from time to time without changing the general character of the post or the level of responsibility entailed. Such variations occur occasionally and cannot justify any reconsideration of the grading of the post. Changes will be made in consultation with the individual.

Person Specification

Essential Criteria Desirable Criteria

Education, Qualifications and Training Education, Qualifications and Training

• HND in an IT related field or equivalent Appropriate professional IT experience. qualifications and certifications

Experience, Knowledge and Skills Experience, Knowledge and Skills

• Proven experience of working in a customer Previous experience of IT Support facing IT Helpdesk function within the HE Sector
• Knowledge of Microsoft technologies specifically Server 2016, 2019 and above
• Knowledge of Windows 10 and above,

Microsoft Office 365, Active Directory andGroup Policy

• Good understanding of networking technologies
• Ability to prioritise your own workload and meet deadlines.
• Excellent interpersonal skills and proven ability to work effectively in a small team
• Ability to build effective relationships and relay technical information to a range of users
• Thrives on constant change and has high levels of personal resilience

Job Types: Full-time, Permanent

Salary: From £23,184.00 per year

Benefits:

• Bereavement leave
• Company pension
• Cycle to work scheme
• Sick pay

Schedule:

• Day shift
• Monday to Friday

Work Location: In person