At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for users.
- Company: Join Cardiff Metropolitan University’s dynamic Digital Services team.
- Benefits: Enjoy 25 days annual leave, pension scheme, and family-friendly policies.
- Other info: Flexible working arrangements and opportunities for personal development await you.
- Why this job: Make a real difference by enhancing the digital experience for students and staff.
- Qualifications: Strong technical skills and excellent communication are a must.
The predicted salary is between 24000 - 28000 £ per year.
Cardiff Metropolitan University is looking for an enthusiastic and customer‑focused Service Desk Analyst to join our Digital Services team on an eight month fixed‑term basis to provide cover for shared parental leave. You will play a key role in delivering a high-quality IT support service, acting as the first point of contact for technical queries and helping to ensure a smooth and effective digital experience for our users.
Responsibilities
- Delivering exceptional first‑line support, resolving technical issues efficiently and professionally across devices, systems, and applications.
- Driving consistency across the service desk, ensuring accurate logging, knowledge sharing, and high‑quality responses.
- Using your technical skills to empower users, offering clear guidance on effective and secure ways of working.
- Identifying and escalating issues proactively, helping maintain service stability and continuous improvement.
- Collaborating across teams and suppliers, ensuring seamless support and helping improve the wider Digital Services offering.
Qualifications
We are looking for a motivated and customer‑focused individual with strong technical ability and excellent communication skills. You will be confident explaining technical issues clearly to non‑technical users, adapting your approach to suit a wide range of audiences, and demonstrating empathy and patience in a busy support environment. Alongside experience in troubleshooting IT issues, you will bring a collaborative mindset, strong organisational skills, and a commitment to delivering a high‑quality, professional IT service.
Benefits
- Annual leave of 25 days (rising to 30 days after 1 year’s service) plus 12 bank holiday / concessionary days (pro rata if part time).
- Membership of the Local Government Pension Scheme with generous monthly contributions.
- Excellent family‑friendly policies.
- Opportunities to learn and develop your skills with access to library and digital services facilities.
- Excellent sports and fitness facilities with subsidised membership.
- Free family access to our independent specialist wellbeing support provider, Health Assured.
Contact
For more information about the role please contact Ian Williams on IRWilliams@CardiffMet.ac.uk. All applications must be submitted online. The person specification will be used as a tool for shortlisting; so please make sure you use this information when writing your application. Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English. Cardiff Metropolitan University is proud to be a Disability Confident employer and a signatory of the Armed Forces Covenant. All applicants with disabilities, or those who are part of the Armed Forces community who during the shortlisting process meet the essential criteria for the role will be progressed to the next stage. The University is committed to creating a highly inclusive culture. We offer family friendly and flexible working arrangements and a range of staff networks, forums and events to support and develop our people. We warmly welcome applications from those traditionally underrepresented in the higher education sector.
Service Desk Analyst in Cardiff employer: Cardiff Met
Cardiff Metropolitan University is an exceptional employer, offering a supportive and inclusive work environment that prioritises employee well-being and professional growth. With generous annual leave, access to excellent sports facilities, and a commitment to family-friendly policies, employees can thrive both personally and professionally. The Digital Services team fosters collaboration and continuous improvement, making it an ideal place for those looking to make a meaningful impact in the higher education sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Cardiff
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Cardiff Met.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Cardiff Met. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Analyst in Cardiff
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Cardiff Met.
How to prepare for a job interview at Cardiff Met
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Cardiff Met's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Cardiff Met offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
