IT Service Desk Analyst

Job Description

This role provides specialist technical support to staff and students of the University as part of the IT  Service Desk team. The University’s endpoint environment comprises approximately 50% Apple and 50% PC platforms.

You will also be required to carry out first line support of a variety of University applications and systems in an enterprise environment, with an emphasis on delivering an exceptional customer experience.

About the Role

To act as the routine contact point on the Service Desk to identify and resolve straightforward first line issues with hardware and/or software following agreed procedures, guides, and scripts.

To record and document service issues on the Service Desk system, owning them to completion and to escalate more complex issues to the relevant Support Team and wider IT Services teams as necessary.

To apply limited diagnostic methodologies, scripts, tests and tools and quality assurance techniques on a day-to-day basis.

Evaluate potential solutions, demonstrating, installing, and commissioning selected products with users or in a test environment.

To assist team members to achieve operational service level standards and performance targets, carrying out and documenting customer requirements to ensure they are met effectively and efficiently and contribute to the development of the IT support knowledge base.

To work collaboratively with team members, staff across the wider IT Services teams and any other relevant stakeholders where necessary, to share and develop knowledge and skills, model and develop joint approaches and ideas to provide innovation and enhancement of service delivery and engagement.

To assist team members with solving issues with implementation and use of digital technologies, personal devices, and apps within the University.

To join relevant digital networks and social media as part of own ongoing professional development.

To carry out routine and agreed maintenance tasks on hardware and/or software as directed.

About You

You will have excellent, facilitative customer-facing skills with the ability to communicate effectively and pass on information to a wide range of specialists and non-specialists. You will provide support to students and staff over the phone, remotely and in-person. You will have strong problem-solving skills and a keen interest in technology. You will be a good team player, have an extremely flexible approach to work and be able to use your own initiative where needed. To carry out this role, you will need to be located largely onsite at our Newton Park campus, with occasional travel to other campuses nearby.

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