At a Glance
- Tasks: Provide first-level IT support via phone, chat, and face-to-face interactions.
- Company: Join a dynamic team at Manchester Metropolitan University, recognised for service excellence.
- Benefits: Comprehensive training, flexible working, and opportunities for professional development.
- Other info: Inclusive culture promoting diversity and offering tailored support for all.
- Why this job: Be part of a passionate team making a real difference in customer service.
- Qualifications: Customer-focused, tech-savvy individuals with strong communication skills.
The predicted salary is between 30000 - 40000 € per year.
About the Department
As part of IT & Digital, Service Management consists of our Service Desk, Service Management Office, and Service Delivery. Working with colleagues across IT & Digital, we lead on all aspects of service, including overseeing the end-to-end delivery of our services, first line support, and managing our service management processes and practices.
About the Team
The IT Service Desk is a team of 14 colleagues, including Team Coordinators, Senior Service Desk Analysts, and Service Desk Analysts, supported by another 10 Service Desk Assistants (current University students working part-time) - as well as our out-of-hours managed service provider - to deliver a round-the-clock service to the University. The team provides first line support across all IT & Digital services, handling over 45,000 incidents and requests, 11,000 live chats, circa 20,000 phone calls, and thousands more face-to-face interactions every year. We deliver exceptional levels of service, resolving 73% of tickets at first line, with consistently high SLA and customer satisfaction rates.
Who are we looking for?
We are seeking customer-focused, collaborative, and tech-savvy individuals to join our team of IT Service Desk Analysts. Our ideal candidate:
- is empathetic, an active listener, and a critical thinker – someone with an analytical ability to find solutions using agreed processes and procedures, and who can adapt to individual customers.
- enjoys working in a team, participating in development and training activities with colleagues and collaborating with colleagues to deliver excellent service.
- has a natural passion for customer service, and the ability to remain focussed in a fast-paced and dynamic environment.
What will you be doing?
As an IT Service Desk Analyst, you will provide first-level support to our colleagues, students, and other customers across a range of contact channels - including telephone, live chat, face-to-face, and our self-service portal. This is a hybrid role, with a number of onsite days each week, as well as the option to work other days from home. You will work as part of a passionate and friendly team of professionals to:
- handle service requests.
- troubleshoot incidents.
- provide comprehensive advice.
- ensure customer queries are resolved promptly or escalated to another support team where necessary.
Ultimately you will be part of a great team that is dedicated and passionate about providing positive experiences and outcomes.
What will you get from us?
We believe in supporting people to reach their full potential:
- We will fully train you in our IT service management tool, our processes and ways of working, and the systems and services we support.
- We will help you to develop technical knowledge and troubleshooting skills, including utilising our knowledge base and tools to provide an excellent service to our customers.
- As part of your Professional Development Review (PDR), we will set objectives that help you to develop in ways that support both the team and your individual interests.
- As a team, we regularly prioritise industry recognised certifications, such as Service Desk Institute Service Desk Analyst and ITIL Foundation.
Further information
Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from local and international communities, including those from Black, Asian, and Minority Ethnic backgrounds, disabled people, and LGBTQ+ individuals. We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support. Our commitment to inclusivity includes mentoring programmes, accessibility resources, and professional development opportunities to empower and support underrepresented groups. Manchester Met is a Disability Confident Leader and, under this scheme, aims to offer an interview to disabled people who apply for the role and meet the essential criteria.
IT Service Desk Analyst in Manchester employer: Manchester Metropolitan University
Manchester Metropolitan University is an exceptional employer that prioritises employee growth and development within a collaborative and inclusive work culture. As an IT Service Desk Analyst, you will benefit from comprehensive training, flexible working arrangements, and opportunities to gain industry-recognised certifications, all while being part of a passionate team dedicated to delivering outstanding customer service in a vibrant university environment.
Contact Detail:
Manchester Metropolitan University Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Manchester
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Manchester Metropolitan University. Check out their values and recent achievements. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Since the role is all about providing first-line support, think of examples from your past experiences where you’ve gone above and beyond for a customer. Be ready to share these stories during your interview to demonstrate your passion for excellent service.
✨Tip Number 3
Prepare for common interview questions! Think about how you would handle specific scenarios related to IT support. Questions like 'How would you troubleshoot a technical issue?' or 'Can you describe a time you resolved a conflict?' are likely to come up, so have your answers ready.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace IT Service Desk Analyst in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your customer service skills and tech-savviness. We want to see how your experience aligns with the role of an IT Service Desk Analyst, so don’t hold back on showcasing relevant examples!
Show Your Passion for Customer Service:In your application, let us know why you love helping people! Share any experiences where you’ve gone above and beyond to assist customers or colleagues. This will help us see your empathetic side, which is super important for this role.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon unless it’s relevant. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website:Don’t forget to submit your application through our official website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Manchester Metropolitan University
✨Know Your Stuff
Familiarise yourself with the IT service management tools and processes mentioned in the job description. Brush up on common troubleshooting techniques and be ready to discuss how you would handle specific incidents or requests.
✨Show Your Customer Service Skills
Prepare examples of how you've provided excellent customer service in the past. Think about times when you resolved issues quickly or went above and beyond for a customer, as this role is all about delivering exceptional service.
✨Be a Team Player
Highlight your collaborative skills during the interview. Share experiences where you worked effectively within a team, participated in training, or contributed to group problem-solving. This will show that you’re a good fit for their friendly team environment.
✨Ask Insightful Questions
Prepare thoughtful questions about the team dynamics, training opportunities, and the types of incidents you might encounter. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
