- Provide 1 st level end-user support for our digital systems, working to resolve the issues alongside our developers, testers and 3rd party support partners.
- Moderate our chat and communities feature on the customer facing app.
- Engage directly with customers via email or social media, other teams within the business to contribute to the identification of trends to ascertain faults and support the development process for potential improvements to Unites digital systems.
- Ensure all support tickets are tracked and managed effectively, responding within agreed SLA targets in a professional and courteous manner.
- Responsible for managing the queues within the team`s ticketing solution.
- Follow Unite`s change process to promote fixes and changes in line with business priorities and the team work load.
- Develop excellent working relationships with customers and colleagues through strong interpersonal skills and an ability to work with diverse groups of people.
- Provide support to the business, sharing knowledge with the users and effectively triaging issues, identifying between critical and non-critical issues across all modules.
- Identify themes and feed this information through to the 2 nd and 3 rd line analysts.
- Find workarounds for the users during bug fixes.
- Balance and prioritise tasks between project support and business as usual.
- Upskill in other areas of the IT Service Desk.
- Knowledge of software development processes
- Experience of User Acceptance Testing processes
- Experience of supporting and delivering IT change and IT projects
- Leadership skills and ability to effectively prioritise
- Ability to liaise comfortably with key stakeholders
- Ability to work in a team and on own initiative
- Good time management skills
- Strong customer service Skills
- Excellent verbal and written communication skills
- Initiative and Problem-Solving
- Experience of using a call logging system desirable
- Basic understanding of General Data Protection Regulations and experience of developing and maintaining a team environment where personal data is kept protected, confidential and secure
- An annual bonus so you can share in the company`s success
- 25 days` paid holiday
- Pension - based on how much you save, we`ll contribute 1% more
- Flexible working opportunities
- Shared Parental Leave - 18 weeks full pay
- Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more
-
IT Support Analyst
3 weeks ago
Sanderson Bristol, United Kingdom**IT Support Analyst -2nd line** · **Hybrid role - North Bristol** · **Salary - £26000-£30000** · An exciting opportunity to fast growing company as an IT Support Analyst - 2nd line. As a 2nd Line IT Support Analyst, you will have the chance to join an IT Service Delivery Team in ...
-
IT Support Analyst
3 weeks ago
Franklin Fitch Bristol, United KingdomIT Support Analyst | Bristol | Hybrid Working · - Are you feeling stagnant in your current role?_ · - Are you looking for a company that truly cares about employee well-being?_ · - Do you want to keep progressing in your IT career?_ · We are currently seeking an experienced IT Su ...
-
IT Support Analyst
2 weeks ago
Sopra Steria Bristol, United KingdomWe are looking for an IT Support Analyst to join a well-established team, working alongside the IT Consultant involved with multiple projects as well as providing IT support for various Aerospace PLM systems, · This is a varied and challenging role, that will provide hands-on tra ...
-
IT Support Analyst
1 week ago
Fusion People Ltd Bristol, United KingdomIT Support Engineer · Location: Mangotsfield, Bristol · **Salary**: £25,000 - £28, % pension contributions + excellent company benefits · Permanent vacancy, full time · Role purpose: · The core purpose of this role is to deliver onsite IT assistance to our client, this includes t ...
-
IT Support Analyst
3 weeks ago
Fusion People Ltd Bristol, United KingdomIT Support Engineer · Location: Mangotsfield, Bristol · **Salary**: £25,000 - £27, % pension contributions + excellent company benefits · Permanent vacancy, full time · Role purpose: · The core purpose of this role is to deliver onsite IT assistance to our client, this includes t ...
-
IT Infrastructure Support Analyst
2 weeks ago
Exalto Consulting ltd Bristol, United Kingdom Full timeIT Infrastructure Support Analyst - up to £37K - Central Bristol · Exalto Consulting are currently recruiting for a permanent IT Infrastructure Support Analyst for a key client in Central Bristol. · You will be responsible for the whole IT support/estate for the Bristol office. ...
-
Application Support Analyst
3 weeks ago
Netwirking Ltd Bristol, United Kingdom**£35,000-£55,000 per year** · **Monday-Friday** · **9am-5pm** · **Hybrid Working** · Netwirking Recruitment are working with a multinational firm who are looking for an experienced Application Support Analyst to join their team in Bristol. · The firm offer great work life balanc ...
-
Sales Support Analyst
2 weeks ago
Utility People Bristol, United Kingdom**Ref: 14217** · **Role: Sales Support Analyst** · **Location: Bristol (2 days in the office 3 from home)** · **Salary: up to £24k DOE (35hours per week Mon Fri)** · **Summary**: · **Key responsibilities**: · - Provide proactive assistance and support to the sales team. · - Manag ...
-
Techniche Global Ltd Bristol, United KingdomWhat will you be doing? · - Incident management - responsible for the receipt, diagnosis and subsequent fixing of faults as supplied by either the Service Desk Manager or directly from users · - Problem Management - Responsible for providing workarounds for users and undertaking ...
-
2nd Line Support Analyst
1 week ago
Venn Group Bristol, United KingdomOur client, a global organisation, urgently require an experienced 2nd Line Support Analyst to undertake a long term contract. · In order to be successful, you will have the following experience: · - Experienced support professional with an ITIL background · - SQL & Oracle databa ...
-
1st Line IT Support Analyst
11 hours ago
Concept Resourcing Bristol, United Kingdom1st Line / IT Support / Junior IT Analyst / Support Technician / Technical Support / Level 1 Support / Customer Service / CompTIA A+ / CompTIA Network+ · Concept Resourcing are currently working with a growing leading Managed Service Provider to recruit a 1st Line IT Support Anal ...
-
Application Support Analyst
1 week ago
Artis Recruitment Bradley Stoke, United Kingdom**Application Support Analyst** required by market leading, award winning, global financial services organisation based in North Bristol. This role will be hybrid with 1 day a week onsite with flexibility when and where required. · The successful Application Support Analyst will ...
-
IT Support Analyst
3 weeks ago
Nigel Frank International Bath, United Kingdom**Microsoft 365 - Support - Hybrid - Bath - £35K** · Hi All, I am actively recruiting on behalf of a global manufacturing organisation, that specialise in water management system and tools. They are currently looking for an IT Support Analyst, that will join their team. · **What ...
-
IT Support Analyst
3 weeks ago
Nigel Frank International Clevedon, United Kingdom**Microsoft 365 - Support - Hybrid - Clevedon - £35K** · Hi All, I am actively recruiting on behalf of a global manufacturing organisation, that specialise in water management system and tools. They are currently looking for an IT Support Analyst, that will join their team. · **W ...
-
IT Support Analyst
3 weeks ago
Nigel Frank International Weston-super-Mare, United Kingdom**IT Support Analyst - Clevedon - £35,000** · Our client who is based in Clevedon area is currently looking for an ambitious and driven Suppport Analyst with proven commercial experience in MS Office 365. As a IT Support Analyst you'll be providing technical training to end users ...
-
IT Support Analyst
1 week ago
Vadis People Service Ltd Wootton, United KingdomIT Support Analyst · Oxfordshire / Berkshire / Northants / Oxford / Bicester / Oxon / flexible working · C £31k plus £3k on call allowance · IT Support Analyst is required by our Oxfordshire based client on a permanent basis to complement the existing team. Our client is a leadin ...
-
IT Support Analyst
2 days ago
Juice Recruitment Ltd Thornbury, United KingdomAre you seeking a new position within IT? · Juice Recruitment is delighted to be in partnership with a well-established organisation based in Thornbury, with the appointment of a Level 1 or 2 IT Support Analyst / Technician to join their busy team. · This is a 12 month fixed term ...
-
Support Analyst
3 weeks ago
One Big Circle Ltd City of Bristol, United KingdomJob Description · Support Analyst · One Big Circle – Bristol · Full-Time 37.5 hours over 5 Days · £18k - £26k · About One Big Circle · Formed in 2017, One Big Circle is a fast-growing Bristol technology company that provide "Intelligent Video" solutions. We focus entirely on so ...
-
IT Support Analyst
3 weeks ago
Jiyu Consulting Bristol, United KingdomJob Description · IT Support Analyst - Bristol - £20,000 to £25,000 · Bristol growth organisation is seeking an IT Support Analyst to join their established IT team. As an IT Support Analyst, you will play a crucial role in maintaining the smooth operation of the company's IT sys ...
-
IT Support Analyst
3 weeks ago
Jiyu Consulting Ltd Bristol, United Kingdom Permanent, Full timeIT Support Analyst - Bristol - £20,000 to £25,000 · Bristol growth organisation is seeking an IT Support Analyst to join their established IT team. As an IT Support Analyst, you will play a crucial role in maintaining the smooth operation of the company's IT systems and providing ...
Digital Support Analyst Bristol 2024 - Unite Students
Description
We're all about creating a Home for Success for our students, using technology and data to empower them to find their home, their tribe and have a great stay with us through their studies.
Fast Paced. Innovative. Curious. Inspiring. Inclusive. The success of our customers, colleagues and partnerships are the measure of our work; we take our goals seriously, knocking them out of the park whilst having fun and helping each other grow. Prop-tech is an exciting sector and you`ll be part of a team that is redefining the end-to-end experience for our customers and introducing new ways to add value through products, technology and data. Our ambition is to run the best platforms and experiences in the sector and we`re investing in people and technology. Building an inclusive team that is diverse is essential- it`s what makes us, US. We`re passionate about building a team that respects, celebrates, and thrives from, the different experiences diversity of thought can bring. Whether you`re interested in Marketing, Digital, CRM, Property Maintenance, Robotics and Automation, DevOps, Cloud and Data Engineering, Smart Building and IOT - or all of it - there`s a place for you in our Technology Team. We`re here to make a difference across the board.
The role
The Digital Support Analyst is responsible for our 1st line and 2nd line support for our Digital systems (including but not limited to) the customer website and the customer app. The role involves dealing with end-user queries, triaging issues, resolving issues when possible and raising bugs when not.
The role enables the team to provide excellent customer service to our customers and business users of our strategic systems, by effectively triaging and responding to issues, providing system and business process knowledge.
The Digital Support Lead reports to the IT Service Desk Lead within the IT department.
What you'll be doing
What we're looking for in you
What you'll get in return
About Unite Students
Founded in 1991, Unite Students is a FTSE 100 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling US home We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.
Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.
People make Unite Students. Employees, students and neighbours all contribute to building environments where we can all thrive.
Room for Everyone
We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.