IT Service Desk Analyst

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 - winning the SDI Service Transformation of the Year, and last year's itSMF PSMA Service Innovation of the Year, for our ITSM implementation.

• 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. Our work has been recognised externally - we were finalist at this year's Service Desk Institute's Service Desk of the Year (Large Team).

We are seeking customer-focused, collaborative, and tech-savvy individuals to join our team of IT Service Desk Analysts. We are looking to appoint to permanent and fixed-term contracts in this recruitment.

• 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.

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.

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.

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 as listed in the attached Job Description for that vacancy.

This vacancy is expected to attract a high volume of applications. Therefore, under the Disability Confident Scheme, only disabled people who apply under the scheme and best meet the essential criteria will be offered an interview.

Recruitment Agencies: The University has engaged an approved list of recruitment agencies to support the recruitment of its vacancies from time to time. The University does not accept speculative applications from recruitment agencies outside of this list.