At a Glance
- Tasks: Provide first-line IT support to students and staff via various channels.
- Company: Join a supportive university IT team focused on customer service.
- Benefits: 38 days annual leave, flexible working, and generous discounts.
- Other info: Opportunities for personal development and a strong team culture.
- Why this job: Make a difference by helping others with their tech issues every day.
- Qualifications: A' Level or equivalent experience in IT customer service required.
The predicted salary is between 25249 - 26707 £ per year.
The Service Desk Analyst role is a customer‑focused IT role within an established Service Desk team. You will provide first‑line technical support to university students and staff via phone, self‑service portal, live chat and face‑to‑face TechBar service. Main duties include answering queries, diagnosing and solving problems and resolving technical issues related to hardware, software and general IT services. You will document support tickets, maintain accurate records, progress complex issues to the appropriate technical support team and keep current knowledge of university IT policies, procedures and technologies. You will demonstrate strong customer service, team working skills, interest in IT and superb communication.
Main duties and responsibilities:
- Act as the main point of contact for IT Services, handling queries via phone, live chat, self‑service tickets or face‑to‑face TechBar service.
- Provide 1st line support requests and issues, delivering a professional, courteous, rapid response, investigating thoroughly, diagnosing and resolving to meet SLAs or escalating where appropriate.
- Record all calls, enquiries and requests in the Service Desk tool, ensuring accurate documentation of investigative work.
- Assign more complex issues to relevant teams, ensuring all information is recorded, monitoring progress and keeping customers informed.
- Provide customer‑facing support for university computer accounts and ID cards, assisting visitors, staff and students.
- Produce accurate written processes, guides and communications to support customers, allowing them to follow instructions easily.
- Create and submit knowledge‑base articles and document new support procedures and processes for the team.
- Handle multi‑factor authentication (MFA) queries following existing security policies and procedures.
- Use remote desktop software (currently Bomgar) to provide remote assistance when supporting customers.
- Contribute to service development through suggestions and ideas for improvements.
- Maintain a network of contacts with other university IT support teams to ensure consistency and a joined‑up service.
- Contribute to a strong team culture by sharing knowledge, supporting colleagues and collaborating to create cohesive working methods.
- Make ethical decisions in the role, embedding the university sustainability strategy wherever possible.
- Carry out other duties commensurate with the grade and remit of the post.
Person Specification:
- Education to A' Level or equivalent academic or vocational qualifications, or equivalence in relevant work experience in an IT customer service role or similar work environment.
- Outstanding customer service skills, able to clearly explain technical concepts to colleagues and customers of varying skill levels.
- A strong team player, supporting colleagues, communicating effectively to promote a positive team culture.
- Excellent written skills to provide professional customer responses, accurate data input, document fixes and new procedures for the KnowledgeBase.
- Patience and a diplomatic manner when dealing with customers from a wide variety of cultures and backgrounds.
- Proactive approach to problem solving, using initiative to find solutions to non‑standard queries.
- Good understanding of computer operating systems (Windows, macOS) and desktop software (MS Office, web browsers), and interest in learning new technologies.
- Excellent time management skills, prioritising and multitasking during busy times and remaining productive during less busy periods.
- Good knowledge and understanding of Google Workspace for Education.
- Good understanding of troubleshooting and connecting devices to networks.
- Experience using an IT Service Management tool.
- Working knowledge and understanding of IT Information Security fundamentals (e.g. MFA) and requirements within a large organisation.
Further Information:
- Grade: 4
- Salary: £25,249-£26,707 per annum, with potential to progress to £28,778 through sustained exceptional contribution.
- Work arrangement: Full‑time
- Line manager: Tom Richardson
Benefits:
- A minimum of 38 days annual leave, including bank holidays and closure days (pro rata) with the ability to purchase more.
- Flexible working opportunities, including hybrid working for some roles.
- Generous pension scheme.
- A wide range of discounts and rewards on shopping, eating out and travel.
- A variety of staff networks providing opportunities for social interaction, peer support and personal development.
- Recognition awards to reward staff who go above and beyond in their role.
- A commitment to development with access to learning and mentoring schemes.
- A range of generous family‑friendly policies: Paid time off for parenting and caring emergencies, support for those going through menopause, paid time off and support for fertility treatment, and more.
We are a Disability Confident Employer.
Service Desk Analyst in Sheffield employer: Diversity Dashboard
As a Service Desk Analyst at our university, you will join a dynamic and supportive IT team dedicated to providing exceptional customer service to students and staff. With a strong emphasis on employee growth, we offer extensive training opportunities, flexible working arrangements, and a generous benefits package that includes 38 days of annual leave and family-friendly policies. Our inclusive work culture fosters collaboration and innovation, making it an ideal environment for those looking to make a meaningful impact in the field of IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Diversity Dashboard. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Diversity Dashboard before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Diversity Dashboard:Your cover letter is your chance to shine! Tell us why you want to work at Diversity Dashboard specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Diversity Dashboard!
How to prepare for a job interview at Diversity Dashboard
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
