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- Tasks: Help users solve tech issues via phone, in-person, or online chat.
- Company: Join the University’s IT Services team, the go-to for tech support.
- Benefits: Enjoy a collaborative environment and develop your customer service skills.
- Why this job: Make a real impact by providing excellent support and fostering inclusivity.
- Qualifications: GCSE grade C/4 in English and Maths; customer service experience preferred.
- Other info: Great opportunity for those passionate about tech and helping others.
The predicted salary is between 24000 - 36000 £ per year.
The IT Service Desk is the public face of the University’s IT Services department. The Service Desk handles everything from individual technical problems to system outages. They are a single point of contact for our users – helping them to easily find solutions, request help, and contact other IT teams.
The post holder is primarily responsible for analysing new issues and requests. This includes taking phone calls from users or helping them in-person, as well as online using live chat and our web-based contact form. They are empowered to resolve most queries, and accurately assign more complicated or time-consuming issues to other colleagues.
Team members are expected to contribute individually and within a collaborative working environment. This helps us to deliver excellent customer service and meet our service standards. The post holder should demonstrate the values of the IT Service Desk by maintaining open and honest communication, collaborating with others and being inclusive and approachable.
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Minimum GCSE grade C / 4 in English Language and Mathematics (or equivalent level 2 vocational qualifications including demonstrable examples of the required level of literacy and numeracy).
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Experience of working in a customer facing IT support role, with a commitment to excellent customer service.
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Excellent communication skills with the ability to tailor responses to specific audiences.
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An understanding of the importance of equality, diversity and inclusion in the workplace.
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The ability to identify and respond to equality and diversity issues in line with relevant policies and procedures
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A good working knowledge in one of the following (and familiarity with the other):
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Microsoft Windows
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Mac OS X
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Knowledge of mobile devices including tablets and smartphones.
Informal enquiries to Deborah Jenkinson, email, Jobs.ac.uk
IT Service Desk Support Analyst employer: University of Birmingham
Contact Detail:
University of Birmingham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Support Analyst
✨Tip Number 1
Familiarize yourself with common IT issues and solutions that users face. This will not only help you in interviews but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Practice your communication skills by engaging in conversations with friends or family about technical topics. Tailoring your explanations to different audiences is key, so try to simplify complex concepts.
✨Tip Number 3
Showcase your customer service experience by preparing examples of how you've successfully resolved issues in previous roles. Highlight your ability to remain calm and helpful under pressure.
✨Tip Number 4
Research the values of the IT Service Desk and think about how you can embody them in your interactions. Being inclusive and approachable is crucial, so be ready to discuss how you promote these values.
We think you need these skills to ace IT Service Desk Support Analyst
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the IT Service Desk Support Analyst position. Understand the key responsibilities and required skills, especially the emphasis on customer service and communication.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in customer-facing IT support roles. Provide specific examples of how you have successfully resolved technical issues or provided excellent customer service.
Showcase Communication Skills: Demonstrate your excellent communication skills in your application. Tailor your language to reflect the audience you will be serving, and provide examples of how you've adapted your communication style in past roles.
Emphasize Inclusivity and Diversity: Address your understanding of equality, diversity, and inclusion in your application. Mention any relevant experiences or training that showcase your commitment to these values in the workplace.
How to prepare for a job interview at University of Birmingham
✨Showcase Your Customer Service Skills
Since the role is customer-facing, be prepared to share specific examples of how you've provided excellent customer service in previous positions. Highlight your ability to handle difficult situations and resolve issues effectively.
✨Demonstrate Technical Knowledge
Familiarize yourself with the technologies mentioned in the job description, such as Microsoft Windows and Mac OS X. Be ready to discuss your experience with these systems and any troubleshooting techniques you’ve used.
✨Emphasize Communication Skills
Effective communication is key in this role. Practice explaining technical concepts in simple terms, as you may need to tailor your responses to users with varying levels of technical knowledge.
✨Understand Equality and Diversity
Be prepared to discuss the importance of equality, diversity, and inclusion in the workplace. Share your understanding of how these values can enhance team collaboration and improve customer service.
