At Unite Students our aim is to create a Home for Success for our students, using technology and data to empower them to find their home and have a great stay with us, and a great experience throughout their student life.
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 providing handover and/or escalation when necessary.
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
Provide 1st level end-user support for our digital systems, working to resolve the issues alongside our developers, testers and 3rd party support partners.
Review, monitor, and moderate content on the customer facing app, including the chat and communities features, ensuring it aligns with community guidelines and standards
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 Unite s 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 2nd and 3rd 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.
To follow the Data Protection Policy and associated policies, keeping information confidential and secure, in order to ensure employee and customer data is protected and handled appropriately in line with legislative requirements
Work closely with Incident and Problem Management processes to ensure recurring issues are identified and escalated appropriately
Contribute to and maintain clear, accurate internal and external knowledge base articles. Support self-service and consistency by documenting common issues, resolutions, and updates.
What We`re Looking for in You
* Extensive experience in business process designs and facilitation
* Business Process Modelling experience and proficiency in business analysis tools and methodologies.
* Experience in both Agile and Waterfall methodologies.
* Showcase good analytical and evaluating skills including:
* Ability to collect, interpret and analyse data
* Gathering functional business requirements and translating to technical terms
* Identification, prioritisation, and delivery of process efficiencies
* Design and facilitation of Improvement Workshops
* Benefits definition and realisation
* Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels
* Curiosity and tenacity to explore beyond the immediate circumstances to identify further improvements
* Proactively work with all relevant stakeholders to identify areas for continuous improvement
* Ability to manage and prioritise workload.
* Basic understanding of data protection legislation and experience of developing and maintaining a team environment where personal data is kept protected, confidential and secure
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 over 70,000 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.
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