Service Desk Analyst

Role: Service Desk Analyst

Grade and Salary: Grade 5 26707 - 31236 per annum

FTE and working pattern: 1FTE 35hrs per week Monday - Friday

Holiday Entitlement: 28 days annual leaveplus 9 buildings closed days (and Christmas Eve when it falls on a weekday)

Purpose of Role

Reporting to theBusiness Systems Manager theSupport Analystwillassistin theday-to-daymaintenance and support ofthe Universitysenterprise resource planning (ERP)system which is used to managedata and processes relating to human resources (HR) andfinance. The system we use is Oracle Fusion( which is widely adopted in Higher Educationandmany other sectors.

The post-holder will respond to support tickets and calls raised by end users of the of support requests are:

• Assistingwith user access request system access issues
• Assistingwith approval issues
• Assistingwith report requests
• Assistingwith process / How -to request
• Pointing users to relevant user guides / videos
• Assistingwith the creation and maintenance of data (Departments / Cost Centres / Positions etc.)
• Updating recordswhere agreed andrequired

Where thepost-holder is unable to deal with the request they will triage andescalatetoappropriate colleagues either internally orthrough the Universitys support partner.

Thepost-holderwillalsobeclosely involvedwithroutineprocesses such asbulk data updates and datatransfersandwill help to test the system when updatesare available.

They will alsoassistwith updating our internal SharePoint sitescreatingandmaintainingend user help guides and ensuring our varieduserbase has the best tools available to make best use of the system.

Key Duties & Responsibilities

1. Resolveday-to-dayqueries raised through helpdesk ticketsemailsand calls working withcolleagues and external supportagenciestomanage andresolve more complex issues.
2. Assistin the production of Statutory Committee KPI and ad-hoc reports;collating updatingmanipulatingand summarising data; completing reports with a high degree of accuracy and understanding.
3. Day-to-daymanagement of thesysteme.g.:
   1. Assistwith makingbulk changes in the system such as annual pay awards pay increments holidayallocationsand changes to organisational structures.
   2. Add enhanced access rights to existing usersworking with colleagues toreview and removing access rights when they are no longer relevant to the user.
   3. Assistin the testing of system enhancementsimprovementsand fixes including updating data in test systems checking the results of the data writing uplogsand arrangingfor testing by other relevant users.
4. With guidance fromcolleagues writeupdateand improve user guidance and other system documentation and upload to the University Intranet(SharePoint)for distribution.
5. Participate in User Groups including taking meeting notes andmaintaining/updating various logs.
6. Supportcolleagues in the Business Systems team todesign and deliverworkshopstrainingand othergeneral supportsessions.

The post-holder willmaintainstrict adherence to data protection and confidentiality rules in all aspects of the role.

Essential & Desirable Criteria

Essential

1. Literacy and numeracy skills equivalent to SCQF Level 6 (Higher Grade) or similar.
2. Competent in the use of relevant IT packages including email / calendar word processing and Spreadsheet packages.
3. Demonstrable provision of excellent customer service.
4. Well-developed interpersonal skills.
5. Demonstrable professional and proactive approach.
6. Demonstrable ability to work quicklyflexiblyand accurately in a dynamicchangingand pressured environment.
7. Demonstrable ability to speak and understand English to follow verbal and written instructions and deal with customer/staff/student queries.
8. Attention to detail.

Desirable

1. Advanced knowledge and application of Microsoft Excel (e.g. exporting data into Excel Pivot Tables) and other Microsoft Office software.
2. Experience of using databases.
3. Experience of using a large-scalebusiness managementsystem for examplefinancial management systems Human Resource Management Systems or similar.
4. Experience of using ahelpdesksystem such asTopDesk.
5. Experience of using and editingSharePoint or similar Content Management System.

How to Apply

Applications can be submitted up to midnight(UK time)on Sunday 11th January 2026.

Pleasesubmit your CV & covering letter via the Heriot-Watt on-line recruitment.

We welcome and will consider flexible working patterns e.g. part-time working and job share options.

Heriot-WattUniversity is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected trained promoted appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.

Heriot-WattUniversity values diversity across our university community and welcomes applications from all sectors of society particularly from underrepresented groups. For more information please see our website also our award-winning work in Disability Inclusive Science Careers our total rewards calculator: see the value of benefits provided by Heriot-Watt University.

About the Team

The Global Information Services directorateprovidesa range of services to support promote and supply information informationskillsand infrastructure to support a modern research-intensive university in a global straddlessystems and support for learning & teaching research & enterpriseandoperational effectiveness alongsideacademic library provisionanda range of technical services and systems such as IT and AV services.

It is an integrated global service providing services to students staff applicants alumni external users across all five campuses.

The Applications and Data team is part of Global Information Services andis responsible fordevelopingmaintainingand supportinga wide range of software services that support the Universitys groupings are:

• Business systems (supporting HR Finance Estatesfor example).
• Student systems (supporting the student journey from the applicant stage through to graduation).
• Web systems (supporting the University websiteSharePointand other web services).

In line with our cloud-first strategy most ofour systems areoff-the-shelf SaaSofferingsfrom major suppliers. Much of our work is focused onunderstandingbusiness requirementsconfiguring our systems to meet those requirementsmanagingsuppliersand creatingbespokeintegrations between the differentsolutions to create a coherent set of services.

About Heriot-Watt University

At Heriot-Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.

Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.