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Reporting to the Student Systems Manager, the Support Analyst will assist in the day-to-day maintenance and support of the University’s student systems. These include our core Student Information System, Banner, as well as separate systems that we use for recruitment, curriculum management, timetabling and other student-related activities. The Support Analyst will also help to support custom software, generally written in .NET, and system-to-system integrations.
The post-holder will respond to support tickets and calls raised by end users of the system. Examples of support requests are:
- Assisting with user access request, system access issues
- Assisting with approval issues
- Assisting with report requests
- Assisting with process / “How -to” request
- Pointing users to relevant user guides / videos
- Assisting with the creation and maintenance of data
- Troubleshooting issues with system-to-system integrations
- Troubleshooting data issues
Where the post-holder is unable to deal with the request themselves, they will triage and pass to appropriate colleagues.
The post-holder will also help to test systems when updates are available.
They will also assist with updating our internal SharePoint sites, creating and maintaining end user help guides and ensuring our varied customer base has the best tools available to make best use of the systems.
Key duties & responsibilities
- Resolve day-to-day queries raised through helpdesk tickets, emails and calls, working with the Student Systems Manager, other colleagues and external support agencies to resolve more complex issues.
- Assist in the production of reports; collating, updating, manipulating and summarising data; completing reports with a high degree of accuracy and understanding.
- Day-to-day management of the University’s student systems, including testing system enhancements, improvements and fixes. This might involve updating data in test systems, checking the results of the data, writing up logs and arranging for testing by other relevant users.
- With guidance from the Student Systems Manager, write, update and improve user guidance and other system documentation and upload to the University Intranet for distribution.
- Assist in arranging and actively participate in the various User Groups, including taking meeting notes and maintaining/updating various logs.
- Support the Student Systems Manager in the design and delivery of training and other general support sessions.
The post-holder will maintain strict adherence to data protection and confidentiality rules in all aspects of the role.
Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.
Essential & desirable criteria
Essential
- Literacy and numeracy skills equivalent to SCQF Level 6 (Higher Grade) or similar.
- Demonstrable provision of excellent customer service and interpersonal skills.
- Demonstrable ability to work quickly, flexibly, and accurately in a dynamic, changing and pressured environment.
- Excellent problem-solving skills. These could be demonstrated by proficiency in databases, programming, web development, or advanced use of Excel, or through experience of working in an area where you need to apply logic to understand and solve complex problems.
Desirable
- Degree in Computer Science or other relevant subject.
- Advanced knowledge and application of Microsoft Excel (e.g. exporting data into Excel, Pivot Tables) and other Microsoft Office software.
- Experience of using large scale information systems, for example student information systems, customer relationship management systems, or similar.
- Experience of using a helpdesk system such as TopDesk.
- Experience of using and editing SharePoint or similar Content Management System.
