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Service Bar Analyst

Requisition ID:  18062

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  11-May-2022

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in the economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success. 


Salary: Salary in the region of £24,000 per annum. 


Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within 5 working days of your application to advise you of the shortlisting outcome. 


The Role 


Over the last 18 months, we have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills. 


This role will be on the customer-facing side of End User Computing and AV Support. You will provide in-person first line IT support, solutions, and assistance to students and colleagues, including fault recognition, diagnosis, logging and rectification on both PC cluster equipment and Bring Your Own Device (BYOD). You will also maintain the IT equipment and services within PC cluster rooms and social learning spaces to ensure their effective daily operation.


You will work closely with other teams within the department to support and enable teaching and learning activities. As well as assisting colleagues and the delivery of services that support our mission to be a world-class higher education institution.


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include excellent pension; flexible working options; a minimum of 37 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page


We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working. 


Informal enquiries may be made to Michelle Thompson, Service Bar Manager,  

Key Accountabilities 


  • Provide in-person service desk support to staff and students for requests and issues relating to all aspects of IT Service (eg. user access, PC hardware, printers, peripherals and software). 
  • Assist customers at our connection clinic with troubleshooting and the configuration of network connection issues for BYOD, including the removal of malware, installation of antivirus packages, the configuration of OS and firewall security settings to enable successful access to University provided networks and IT Services.
  • Proactive daily monitoring of the Cluster PC landscape, performing troubleshooting and fixes to ensure equipment and software are available and ready for use. 
  • Proactive daily monitoring of all printers included in the Student Print Service to ensure the effective operation of all printing devices for customers, performing hardware troubleshooting and fixes, monitoring and replenishing printing consumables.  
  • Managing customer access to University IT systems (e.g. SAP), assessing, verifying and enabling the requested access, using appropriate administrative systems and toolsets ensuring that compliance to appropriate access policies and business procedures is met.
  • Act as a Service Bar SME and use this knowledge to deliver excellence in operational support, project and change delivery and help in defining the future strategy
  • Understand the Technology Roadmap and assist in its implementation as directed
  • Deliver any project or change related activity as part of wider NUIT or NU project teams as required
  • Ensure that policies, standards, procedures and guidelines are followed
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager



The Person


Knowledge, Skills and Experience 

  • Experience of working in a Service Bar team in a similar size and complex organisation
  • Experience in supporting a diverse technology environment across all areas of NUIT service provision, particularly focussed on in-person support
  • Able to demonstrate a focus on customer needs
  •  Experience in working with multiple support and resolver groups across a wide variety of technologies
  • Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
  • Working knowledge of Cybersecurity processes and practices is essential


Attributes and Behaviour


Team Working

  • Encourages and facilitates collaboration, cooperation and results

Embracing Change

  • Mobilizes themselves to support and enable change efforts 

Finding Solutions

  • Analyses situations quickly and effectively to determine the best way to deliver the required result
  • Keeps their technical knowledge up to date and has a wider understanding of the technology landscape inside and outside their area

Delivering Services

  • Sets and accomplishes challenging goals
  • Defines standards in terms of doing what is appropriate and doing it well
  • Leads by example in delivering high-quality outcomes that they take responsibility for



A relevant technical qualification or equivalent technical experience


Job Summary Categories

  • Management of user access
  • Management and support of Email and Collaboration Services
  • Support and management of End User devices
  • Management and support of printing



  • USUP Level 4

Newcastle University is committed to being a fully inclusive Global University that actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices. 


The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers and is a member of the Euraxess initiative supporting researchers in Europe.