University Information Services (UIS) wishes to appoint a Support Analyst to join the multidisciplinary, and diverse, Teaching, Learning and Assessment (TLA) Systems team, supporting the University's central TLA Systems, primarily our Lecture Capture service, Panopto.
You will join a supportive and collaborative team, with a management structure that will invest in your personal development, learning and professional improvement. The TLA services team is responsible for the central Virtual Learning Environment (Moodle), Lecture Capture (Panopto), Digital Assessment and Academic Integrity (Turnitin). We consist of a Service Manager/Systems Manager, Delivery Manager, Team Leader, Functional Analysts/Business Specialists, Learning Technologists, Technical Developers (Moodle), Support Analysts and Trainers.
Our team work with academics and staff across a wide range of subjects and locations, providing TLA product specific advice, system, user requirements and change analysis, evaluation, testing but also guidance and encouragement to help staff become competent and confident users of the systems across the Institutions and Colleges of the University. You will improve the blended learning experience of students by offering guidance to academics, departmental administrators & computing officers, and provide systems advice to management and university governance groups.
You will play a vital part in the lecture Capture service maintenance as well as expansion as it strives to meet the University's needs. The current setup of Lecture Capture around the University estate, the state of rooms/building and of networks/infrastructure lead to an increase in support calls and in time spent to resolve these calls. You will be expected to ensure university policy compliance such as data retention, accessibility and GDPR in all calls answered, as well as resolve them in a timely manner.
You will provide 1st and 2nd line helpdesk support to all-end users, ensuring assigned requests are managed according to procedures, using version control and release management standards and software. You will ensure the user's voice is considered within the service and help to set up monitoring for all equipment, including creating and monitoring dashboards.
As you can demonstrate a high degree of computer literacy, your role will be more technical than a traditional call centre role. In time, you will build a repertoire of scripts, monitor AV issues and resolve them remotely. Finally, you will occasionally be able to resolve some of the 2nd line support AV specific calls on site.
Please highlight in your application how essential and desirable criteria are met, or what your approach to meeting these would be. You are encouraged to apply even if you do not meet all desirable criteria.
Applications are welcome from internal candidates who would like to apply for the role on the basis of a secondment from their current role in the University.
We particularly welcome applications from women and /or candidates from a BAME background for this vacancy as they are currently under-represented at this level in our department.
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Please quote reference VC38295 on your application and in any correspondence about this vacancy.
The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.
The University has a responsibility to ensure that all employees are eligible to live and work in the UK.