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 – winning the SDI Service Transformation of the Year, and last year's itSMF PSMA Service Innovation of the Year, for our ITSM implementation.
About the Team
1. 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.
2. 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.
3. 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).
Who are we looking for?
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.
Our ideal candidate:
4. 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.
5. enjoys working in a team, participating in development and training activities with colleagues and collaborating with colleagues to deliver excellent service.
6. 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:
7. handle service requests.
8. troubleshoot incidents.
9. provide comprehensive advice.
10. 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.
To learn more about this exciting opportunity and the benefits we offer, please read the Job Description and Candidate Pack provided.
What will you get from us?
We believe in supporting people to reach their full potential:
11. We will fully train you in our IT service management tool, our processes and ways of working, and the systems and services we support.
12. 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.
13. 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.
14. As a team, we regularly prioritise industry recognised certifications, such as Service Desk Institute Service Desk Analyst and ITIL Foundation.