Service Desk Analyst

This role will be onsite 5 days a week at the University's flagship Temple Quarter Enterprise Campus. You will be front and centre, a visible and trusted presence for students, staff and visitors in one of the most dynamic environments in higher education. Delivering first class in-person IT support to a diverse campus community, both proactively and reactively.

The Service Desk are seeking enthusiastic Service Desk Analysts who can efficiently deliver IT support services, through providing excellent customer service and first line technical support, actively working to anticipate user needs and promoting self-service to improve overall service quality. Being a recognisable, approachable presence across the campus, building relationships with users and stakeholders, operating as part of a four person rota that provides coverage across weekdays and weekends.

Providing first line support, including computer hardware, peripherals, audiovisual, system access and software. Aiming to resolve tickets at the first point of contact, seeking input on more complex tickets from team members and allocating tickets that can’t be resolved to appropriate teams to meet the needs of our customers.

What will you be doing?

• Serve as the initial point of contact for all inquiries and support requests from customers, following agreed procedures to provide efficient and excellent customer and technical support service.
• Support and assist with the operation of the IT Counter/Service Desk, providing a ‘white glove’ service for students and staff on Temple Quarter campus.
• Investigate and resolve incidents and service requests within pre-determined limits, proactively seek out advice from more senior colleagues to develop knowledge and understanding and elevate complex issues to other teams when necessary.
• Promote and encourage self-service options, including knowledge base articles and user guides, to empower customers to resolve common issues independently.
• Identify recurring incidents and collaborate with colleagues to implement solutions.
• Log, track, and manage incidents and service requests using the appropriate tool, including identifying any gaps or shortfalls in data collected, to ensure accurate and timely documentation.
• Plan and organise own activities to achieve service delivery targets, undertaking the prioritisation and triage incidents based on urgency and impact, following agreed incident management processes.
• Contribute to the creation and maintenance of a comprehensive knowledge base, identifying gaps and documenting solutions to common issues for reference by customers and colleagues.
• Keep end-users informed about the progress of any incident or request they are involved in, liaising with management to devise any wider communication plans.
• Promote IT security policies and guidelines, assisting customers in translating and adopting practices to protect data and assets.
• Advise and gain the support of other University colleagues to contribute to service delivery and assist in the training of new colleagues on the team.
• Identify opportunities for continuing personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices.

You should apply if:

• Some experience in IT service management working in a 1st line IT Service Desk or service orientated support team role along with desk-side support experience.
• Experience in customer-facing role(s).
• Excellent analytical, problem-solving, and strategic-thinking abilities applied in a support role.
• Technical knowledge of desktop software, operating systems and/or hardware in common use with the ability to develop this with input from other colleagues.
• Customer-focused with outstanding communication and interpersonal skills.
• Proficiency in using IT service management tools and knowledge base software.
• Ability to work effectively in a team-oriented, fast-paced environment.
• NVQ Level 3 or HNC in a relevant technical subject or 'A' Levels including a STEM subject OR prior relevant work experience at this level.
• Knowledge of ITIL frameworks, processes, and methodologies and ideally certification.
• Certification in technical support and administration (e.g. SDI Service Desk Analyst, CompTIA A+, relevant Microsoft certifications).

Additional information

• Grade: G
• School/Unit: IT Services
• Shift pattern: Shifts will include some weekend working
• This advert will close at 23:59 UK time on Monday 6th July.