We are looking to appoint a Service Desk Analyst to join our busy team. The Service Desk which receives requests for help via phone calls, email, twitter and chat, aims to provide a responsive, flexible and accessible service that enhances the student experience and improves staff productivity.
You will be working in a fast paced environment; carrying out activities such as account creation and modifications, and resolution of queries coming in via the phone, email or chat, escalating as required to second-line support teams; using a variety of tools including remote control in order to identify issues and solutions.
In addition to this you may be required to ensure correct process is followed for major outages, playing a crucial role within incident management ensuring accurate identification and logging of incidents and providing fixes or workarounds.
You will be able to demonstrate effective team working skills, liaising with other teams to maintain up-to-date information and manage the introduction of changes or new services, and ensure the correct documentation and training is available.
A commitment to customer service, experience across a wide range of IT applications and excellent communication skills are essential. Your strong analytical skills identifying problems and workarounds will be complemented by your ability to work collaboratively, sharing information and supporting others. You will be able to work flexibly and able to adapt quickly to changing requirements of the service, ensuring all members of the team understand what is required of them.
We welcome applications for job-share, part-time and flexible working arrangements. We particularly welcome applicants from underrepresented groups.
For non-EU applicants, we won't be able to provide a certificate of sponsorship / visa for this job.