At a Glance
- Tasks: Provide top-notch IT support and solve tech problems for university users.
- Company: Join a leading Russell Group university known for excellent IT services.
- Benefits: Competitive salary, generous leave, flexible working, and great development opportunities.
- Other info: Enjoy a hybrid work model with one day from home each week.
- Why this job: Be part of a dynamic team making a real difference in student and staff experiences.
- Qualifications: Customer service experience and a passion for IT are essential.
The predicted salary is between 26707 - 26707 £ per year.
Come and be part of an innovative and influential University department delivering excellent IT and business services to a leading Russell Group institution. With a reputation for engaging staff and students in partnership to deliver services, for three years running UK students have voted us best for IT support. We are committed to delivering and supporting excellent customer‑focussed services and to do this we need to recruit the best staff, invested in higher education and dedicated to supporting sector‑leading learning, teaching and research – and that’s why we need you.
We have an exciting opportunity in IT Services for a Service Desk Analyst. You will join an established, dynamic and friendly team delivering excellent customer‑centric IT support to all users of the University IT facilities.
What you will be doing:
- Providing an excellent 1st line IT support customer service for our University user community via all Service Desk contact channels.
- Delivering efficient solutions by diagnosing and solving IT problems, collaborating closely and elevating to 2nd and 3rd line teams.
- Using your investigative skills and initiative to resolve queries with a focus on the customer experience.
- Creating knowledge articles and IT documentation.
- Developing your IT skills, and gaining experience across a wide range of university systems, processes and policies.
- An on‑campus role, you will be working closely with your Service Desk team and the 2nd line support team. This role offers 1 day a week working from home (Hybrid), 4 days on campus.
What you’ll bring:
- Experience in a customer service environment and a good understanding of IT operating systems and software.
- Excellent customer service skills, verbal and written, with the confidence to communicate effectively with all customers.
- Great team‑working skills with the ability to work as part of a multi‑skilled team.
- Capability of independent working using your own initiative to find non‑standard solutions.
- An ambition to develop your career in customer service and have a keen curiosity in IT.
- A flexible and can‑do attitude to ever‑changing priorities and business needs.
What we offer:
We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pension scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more. Find out more at sheffield.ac.uk/jobs/benefits.
£25,249 to £26,707 per annum with the potential to progress to £28,778.
Service Desk Analyst in Sheffield employer: University of Sheffield
Join a leading Russell Group University renowned for its commitment to excellent IT support, as voted by students for three consecutive years. Our dynamic and friendly team fosters a collaborative work culture, offering extensive employee growth opportunities and a range of benefits including flexible working arrangements, generous leave entitlements, and a focus on your professional development. With a strong emphasis on customer service and innovation, this role not only allows you to enhance your IT skills but also contributes to a meaningful educational environment.
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 University of Sheffield. 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 University of Sheffield 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 University of Sheffield:Your cover letter is your chance to shine! Tell us why you want to work at University of Sheffield 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 University of Sheffield!
How to prepare for a job interview at University of Sheffield
✨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.
