At a Glance
- Tasks: Provide top-notch customer support and resolve IT issues for a vibrant university community.
- Company: Join the prestigious University of Oxford with a commitment to excellence.
- Benefits: Enjoy 38 days of annual leave, flexible working, and a fantastic pension scheme.
- Other info: Be part of a supportive team with opportunities for personal and professional growth.
- Why this job: Make a real difference by enhancing customer satisfaction in a dynamic environment.
- Qualifications: Tech-savvy with strong customer service skills and problem-solving abilities.
The predicted salary is between 30000 - 40000 £ per year.
An exciting opportunity has arisen for a Service Desk Analyst to join us on a 6-month fixed term basis.
What We Offer
- 38 days of annual leave to support your wellbeing, with the option to purchase up to 10 extra days and additional leave after long service.
- One of the most generous maternity and adoption leave schemes in UK higher education, offering up to 26 weeks of full-pay leave, followed by additional statutory and unpaid leave options.
- A commitment to hybrid and flexible working to suit your lifestyle.
- An excellent contributory pension scheme.
- Affordable and sustainable commuting options, including a cycle loan scheme, discounted bus travel, and season ticket loans.
- Access to a vibrant community through our social, cultural, and sports clubs.
Responsibilities
- Customer Advocacy: Act as customer champions by serving as role models for exceptional customer service, driving issues to resolution, and managing requests and exceptions promptly. Set clear customer expectations by building trust, gaining confidence, and fostering rapport.
- Team Contribution: Make positive contributions to the team through active participation in meetings, demonstrating initiative, completing assigned tasks, and sharing ideas for improvement.
- Customer Satisfaction: Maintain and enhance customer satisfaction throughout service desk interactions by acting respectfully, courteously, and positively at all times.
- Collaboration and Development: Work collaboratively with colleagues to deliver and continually improve services while maintaining up-to-date knowledge and skills.
- Customer Support: Provide accurate advice and support to customers via telephone or online, ensuring all interactions are thoroughly documented for future reference. Investigate IT issues, resolve incidents, and address complex questions with audience‑appropriate language by researching and interpreting procedures.
- Process Adherence and Improvement: Follow service desk processes and procedures, proactively identifying inconsistencies or opportunities for improvement.
- Knowledge Sharing: Contribute to user‑facing and technical knowledge articles, meeting departmental expectations for clarity and utility.
- Adaptability and Compliance: Stay informed about service changes and adhere to IT services protocols in a dynamic environment. Remain familiar with key ITSM practices, university standards, and regulations, escalating any infringements per organisational guidelines.
Selection criteria
- Technical Proficiency: Knowledge of operating systems (e.g., Windows, macOS) and common software applications. Strong aptitude for quickly mastering new technologies.
- Customer Service Skills: Proven ability to provide exceptional customer service in a professional manner. Skilled at building rapport and resolving complex issues for customers with diverse technical expertise.
- Problem‑Solving Abilities: Strong analytical skills to diagnose and resolve complex issues effectively. Ability to prioritise and manage multiple tasks in a fast‑paced environment.
- Communication: Clear and concise written and verbal communication, including documenting issues and solutions. Ability to explain technical concepts in layman’s terms.
Service Desk Analyst in Oxford employer: Corehr
The University of Oxford is an exceptional employer, offering a supportive work environment that prioritises employee wellbeing with 38 days of annual leave and flexible working options. Employees benefit from a strong commitment to professional development, access to a vibrant community through various clubs, and one of the most generous maternity and adoption leave schemes in UK higher education, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Oxford
✨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 Corehr.
✨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 Corehr. 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 Oxford
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 Corehr.
How to prepare for a job interview at Corehr
✨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 Corehr'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 Corehr 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!
