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- Tasks: Be the go-to person for IT issues and enhance customer experience.
- Company: Join Cardiff University’s dynamic IT Service & Operations Group.
- Benefits: Enjoy a competitive salary, flexible working options, and a supportive environment.
- Why this job: Make a real difference in IT support for students and staff.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Embrace diversity and grow your career in an inclusive workplace.
The predicted salary is between 28031 - 31236 £ per year.
Within University IT, the Service & Operations Group is responsible for the day to day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT service desk, incident & problem management, change, configuration & release management, service delivery and data centre operations.
As part of the professional service desk team you will provide a highly friendly and customer focused face to the services offered by University IT. You will act as the first point of contact for all IT issues, including fault reporting and first line problem resolution, customer service and communication. You will work on customer experience and continual service improvement relating to IT security within the Service Desk processes.
You will be dedicated to the provision of efficient, effective and quality driven customer support services to staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University.
Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.
Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.
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Service Management Advisor - Service Desk employer: Cardiff University
Contact Detail:
Cardiff University Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Management Advisor - Service Desk
✨Tip Number 1
Network like a pro! Reach out to current employees at the university or in similar roles. A friendly chat can give us insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to IT service management. We should also think about how our experiences align with their focus on customer service and continual improvement.
✨Tip Number 3
Showcase our problem-solving skills! During interviews, we can share specific examples of how we've tackled IT issues in the past. This will highlight our ability to handle the first line of support effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed and shows that we’re serious about joining the team.
We think you need these skills to ace Service Management Advisor - Service Desk
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Management Advisor role. Highlight your experience with IT service desks, customer support, and any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about providing top-notch customer service and how you can contribute to continual service improvement. Keep it engaging and personal – we love a good story!
Showcase Your Communication Skills: As the first point of contact for IT issues, strong communication is key. In your application, give examples of how you've effectively communicated with customers or resolved issues in the past. We want to know you can handle those tricky situations with ease!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you'll find all the details you need about the role and our team. We can't wait to hear from you!
How to prepare for a job interview at Cardiff University
✨Know Your ITIL Framework
Make sure you brush up on the ITIL framework, as it's a key part of the role. Familiarise yourself with the core concepts of service management and how they apply to incident and problem management. This will show your potential employer that you're not just familiar with the terminology but can also apply it in real-world scenarios.
✨Customer Service is Key
Since you'll be the first point of contact for IT issues, highlight your customer service skills. Prepare examples from your past experiences where you've successfully resolved issues or improved customer satisfaction. This will demonstrate your ability to handle queries effectively and maintain a positive user experience.
✨Showcase Your Communication Skills
Effective communication is crucial in this role. Practice articulating your thoughts clearly and concisely. During the interview, be ready to discuss how you would communicate technical information to non-technical users, ensuring they understand the solutions you provide.
✨Emphasise Continuous Improvement
The job involves continual service improvement, so come prepared with ideas on how you could enhance the service desk processes. Think about previous experiences where you've identified areas for improvement and how you implemented changes. This shows initiative and a commitment to quality service.