The Service Desk is the first point of contact to access Information Services, handling a wide variety of enquires. An exciting opportunity is available for a Service Desk Analyst to join the Learning and Digital Support Team, working to support students and staff to a high standard. The role will respond to faults, issues, problems and requests. The Team endeavours to provide excellent customer service and maximise the number of customer contacts resolved at the first point of enquiry and operates across a variety of channels including face-to-face support, email, and other digital channels.
Reporting to the Senior Service Desk Analyst, the Service Desk Analyst will be responsible for handling IT queries including IT incident reporting and service requests, plus a range of general service enquiries. The postholder will make frequent use of our ITSM platform, which is used to record and manage logged calls and the associated workflow around them.The Service Desk Analyst is often the first point of contact with users and in addition to technical competence, they must possess excellent customer service skills to deliver responsive and effective 1stand 2ndline IT support.
The successful applicant must be able to stay calm and confident in difficult or pressurised situations. You will be able to handle and resolve technical IT enquiries, primarily around desktop devices, including laptops, phones, tablets, printers, and other peripherals, as well as the Microsoft Office productivity toolset (M365, email, Microsoft Teams, Microsoft Telephony), network access, authentication, and anti-malware solutions. Excellent team-working skills are required.
The ability to speak Welsh is desirable, but not essential.
If you would like to know more about this role, informal enquiries can be made to Sam Kassam, Senior Service Desk Analyst, Sam.Kassam@wrexham.ac.uk
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