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Senior Service Analyst
We are seeking a highly motivated and experienced individual to join the Learning and Information Services (LIS) team at the University of Chester as a Senior Service Analyst - Customer Services.
Working within the LIS Helpdesks team, this role plays a critical part in delivering excellent front-line services across our multi-site, seven-day-a-week operation. You will lead a team of Service Analysts, supporting the effective delivery of first-line support for students and staff, with a focus on digital service channels, customer experience, and continuous improvement.
You will work closely with the LIS Operational Lead and Service Managers, utilising ITIL-based service management frameworks and tools to support the operation of the University's IT and library service environments. The successful applicant will be expected to monitor service requests and tickets, support the development of service management processes, and play a key role in the delivery of customer-centric digital solutions.
Key responsibilities include:
* Supervising the day-to-day activities of the LIS Service Analysts team
* Supporting digital services including chatbot functionality, remote lap-safe access and knowledge base development
* Acting as a point of escalation for service queries, technical support and incident resolution
* Contributing to service improvement initiatives and enhancing front-line resolution rates
* Liaising with stakeholders to support service communications and user engagement
You should have relevant experience working in a service desk environment, with a strong commitment to customer service excellence. Knowledge of ITIL-based service management and an ability to interpret service data and trends are essential. Excellent interpersonal and communication skills, as well as the ability to work collaboratively within and across teams, are also required.
Evening and weekend working is a core requirement of this role, as is travel to other University sites outside of Chester.
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