Overview
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. Essential
- Outstanding customer service skills, able to clearly explain technical concepts to colleagues and customers of varying skill levels. Essential
- A strong team player, supporting colleagues, communicating effectively to promote a positive team culture. Essential
- Excellent written skills to provide professional customer responses, accurate data input, document fixes and new procedures for the KnowledgeBase. Essential
- Patience and a diplomatic manner when dealing with customers from a wide variety of cultures and backgrounds. Essential
- Proactive approach to problem solving, using initiative to find solutions to non standard queries. Essential
- Good understanding of computer operating systems (Windows, macOS) and desktop software (MS Office, web browsers), and interest in learning new technologies. Essential
- Excellent time management skills, prioritising and multitasking during busy times and remaining productive during less busy periods. Essential
- Good knowledge and understanding of Google Workspace for Education. Essential
- Good understanding of troubleshooting and connecting devices to networks. Essential
- Experience using an IT Service Management tool. Essential
- Working knowledge and understanding of IT Information Security fundamentals (e.g. MFA) and requirements within a large organisation. Essential
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
Website (for job details):
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.