The Role

The IT Service Desk acts as the central point of contact between employees across Unite Students and handles all IT service incidents and requests with a strong focus on excellent customer service.

As a Senior IT Service Desk Analyst, you will offer support and advice to enable the team to deliver a world-class service to our end-users. You will provide technical and behavioural mentorship to junior team members, manage escalated queries, investigate root cause, prioritise calls and ensure timely resolutions, whilst continually looking to improve service provision and efficiency.

What You`ll Be Doing

• Strong technical leadership, both in terms of service and technical delivery, ensuring that activities are completed when required.

• Strong time management skills.

• Act as escalation point to the other Service Desk analysts and customers.

• Ensure regular documentation of key systems and knowledge transfer is given to team members.

• Maintain an excellent level of service that puts the customer first.

• Effective prioritisation of Incidents, Service Requests and Project work.

• Act as a primary point of contact for teams external to the IT Service Desk that are either stakeholders or consumers of the service (e.g. Digital and Infrastructure teams).

• Mentor junior IT Service Desk colleagues to develop their technical and behavioural skills.

• Deputise on behalf of IT Service Desk Lead to represent the IT Service Desk.

• Aim to remove repeat incidents through automation / root cause analysis and Problem Management.

• Undertake any additional duties reasonably requested by your line manager.

• Ensuring key project and improvement works are delivered on time and to budget.

• Undertake regular reviews of current systems and processes to identify and implement improvements.

What We`re Looking for in You

• Experience of supporting Microsoft products (such as Windows 10, 11, End Point Management, Azure & Active Directory and Office 365).

• Experience in LAN & WAN networking, cloud & web-based systems, user access control, client-side software such as Sophos Protection Suite, client management using Active Directory and Azure Active Directory, remote access tools, virtualisation support, multi factor authentication, Mimecast and IP Telephony.

• Experience with PowerShell and ability to analyse system logs.

• Experience of troubleshooting issues with hardware, peripherals, printers and mobile devices.

• Familiarity with DevOps and Agile methodologies.

• A general background and proven aptitude in IT systems and software support.

• Excellent communications skills, both written and oral.

• A minimum of 4 years in a 2nd line I.T. Support role.

• Ability to work under pressure whilst maintaining a calm and methodical approach.

• Highly self-motivated, approachable, enthusiastic, and passionate about IT Service delivery.

• Excellent analytical and problem-solving skills.

• A willingness to learn and constantly develop new skills and proven ability to work in a team and on own initiative.

• Flexibility to undertake regular visits to Unite Students locations and external partners nationwide.

• A+, N+ or Microsoft certification and a valid UK driving licence.

• Experience supporting Salesforce or Oracle Fusion would be desirable.

What You`ll Get in Return

• 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!

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.

We are US.