Senior Service Desk Analyst

Job Purpose 

The Service Desk Analyst will work closely with the Service Desk Manager and within the Workplace Services Support Team. The two Senior Service Analysts will manage the Service Desk Analysts.

The Service Desk Analyst will:

•          Ensure that the Service Desk provides a friendly, responsive, professional, and efficient customer-focused service

•          Support the Service Desk Manager and deputise where required

•          Develop the competence and capability of direct reports to ensure continuous improvement and ensure support for the service delivery model for Estates

•          Manage relationships with all key Estates Stakeholders in managing enquiries

•          Resolve service problems and customer enquiries

•          Coordinate and ensure that the service desk team work closely with contractor helpdesks and resolve enquiries

Main Duties and Responsibilities 

1. Assist with the management of the Workplace Services Support Team, supporting the planning and organisation of day-to-day staffing. Cultivate a strong, mutually supportive team by encouraging sharing of tasks, knowledge and ideas in a flexible and creative manner.

2. Maintain good customer relationships and ensure delivery of an effective service and ensure that a high proportion of queries and requests are resolved at first response.

3. Cover all enquiry management across all the zones by co-ordinating and leading the Service Desk Analysts and that all processes are embedded and followed.

4. Ensure the team is working closely with the Security out of hours team and provide 24/7 response and develop and maintain service standards the team are set.

5. To be the first point of contact for Estates, providing support and enquiry resolution online, by phone and face to face from a number of University locations and support team members to resolve more complex enquiries.

6. To ensure the documented triage process is embed and followed and developed where required and key on coordinating and managing the flow of enquires through the Information Management Systems used in Estates.

7. To ensure there is a strong link with Technical enquiries and planning tasks with the Service Desk Planners and Schedulers.

8. To deal with enquiries, provide high quality advice and information on a wide range of University services and refer to information resources/ web-based services available. This will require a detailed knowledge and understanding of all the Directorate’s services and relevant software systems and the associated processes.

9. To assess the needs of each customer so that their enquiry or problem can be dealt with and fully resolved at the first point or, if that is not possible, referred to the appropriate specialist within or outside the Directorate. This will require the exercise of initiative and judgement to resolve issues and the sharing of knowledge and understanding within the team.

10. To liaise regularly with all service units within the Directorate to ensure that knowledge of services is up to date and to keep abreast of issues, changes, events and other matters of relevance.  Providing individual and group feedback within the team to sustain and improve service delivery.

11. Use data gathered to monitor and evaluate procedures and service development ensuring relevant information and data is shared within the team.

12. Ensure that team targets are met and ensure that service is delivered in accordance with established service level agreements (SLAs).

13. Provide regular reports, including quantitative and qualitative information to drive continuous service improvements across all services.

14. To ensure that enquiries are categorized, recorded and tracked using the agreed helpdesk system supporting problem identification and resolution.  This includes advising users on appropriate course of action, monitoring enquiries from start to resolution and escalating unresolved problems to higher levels of support. In addition, recording all service interactions in a timely, accurate manner using the agreed enquiry logging system.

Knowledge, Qualifications, Skills and Experience  

Knowledge/Qualifications 

Essential: 

A1 Scottish Credit and Qualification Framework Level 7 (Advanced Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent with experience of personal development in a similar role. Or the ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary experience, knowledge and skills in a similar role.

A2 Broad understanding of Estates Services, University policies, systems and processes.

A3 Advanced knowledge and highly competent in the use of a range of industry standard software packages including Word, Excel and PowerPoint and Outlook and a range of networked database systems.

A4 Knowledge of the General Data Protection Regulations and their application in respect of the management, retention and use of records, information and data.

Desirable: 

B1 Knowledge of working with enquiry management systems e.g., Information Management Systems.

Skills 

Essential: 

C1 Strong customer service skills and customer orientation.

C2 Ability to communicate effectively and to respond with understanding to customers’ needs with sensitivity, tact and awareness of cultural diversity.  Possess communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals.

C3 Excellent verbal, written and presentation skills.  Ability to explain information and procedures clearly and express yourself in well-articulated, easy-to-understand language.

C4 Effective listening, questioning and delegation skills to understand exactly what customers require and to refer them, if appropriate, to specialist colleagues.

C5 Excellent interpersonal skills to develop and maintain rapport with customers and effective working relationships with internal and external customers.

C6 Highly competent in the use of a range of industry standard software packages including Microsoft Word, Excel, PowerPoint, Visio and Outlook, and Information Management systems.

C7 Ability to think tactically when resources are limited and be able to take remedial action to ensure the effective provision of service in response to unanticipated situations or fluctuations in workload/customers numbers.

C8 Excellent teamworking and interpersonal skills.  Ability to encourage, develop and maintain co-operative relationships, demonstrating a team spirit in working to continually enhance services.

C9 Self-motivated and enthusiastic.

C10 Ability to assess difficult and/or complex situations and use initiative and judgement to resolve issues independently and make informed decisions timeously and effectively.

C11 Ability to plan, organise and prioritise work.

C12 Ability to work calmly under pressure in a busy environment and maintain high quality work standards.

C13 Ability to display confidence, patience, politeness and tact & diplomacy when dealing with difficult situations.

C14 Excellent organisational, planning and time management skills.

C15 Pays attention to detail and promotes accurate record keeping.

Experience 

Essential: 

E1 Proven and relevant experience in delivering a customer-facing service within a large, complex organisation.

E2 Experience of managing a customer-facing service and the relevant processes, procedures and software.

E3 Experience of using helpdesk or enquiry management software systems.

E4 Experience of supervising or managing a team, supporting development and managing the performance of others.

E5 Experience of using initiative and judgement to proactively resolve enquiries.

E6 Experience of working effectively with multiple stakeholders and collaborating across organisational boundaries to achieve goals and objectives.

Desirable: 

F1 Experience of working in the Higher Education sector.

F2 Experience in the development of training, guidance and support materials.

Terms and Conditions 

Salary will be Grade 5, £25,138 - £29,605 per annum.

This post is full time (35 hours p/w) and open-ended.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.