IT Service Desk Support Analyst

Location: University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is normally in the range £25,866 to £27,518, with potential progression once in post to £30,820

Role Summary

The IT Service Desk is the public face of the University’s IT Services department. The Service Desk handles everything from individual technical problems to system outages. They are a single point of contact for our users - helping them to easily find solutions, request help, and contact other IT teams.

The post holder is primarily responsible for analysing new issues and requests. This includes taking phone calls from users or helping them in-person, as well as online using live chat and our web-based contact form. They are empowered to resolve most queries, and accurately assign more complicated or time-consuming issues to other colleagues.

Team members are expected to contribute individually and within a collaborative working environment. This helps us to deliver excellent customer service and meet our service standards. The post holder should demonstrate the values of the IT Service Desk by maintaining open and honest communication, collaborating with others and being inclusive and approachable.

Required Knowledge, Skills, Qualifications, Experience

• Minimum GCSE grade C / 4 in English Language and Mathematics (or equivalent level 2 vocational qualifications including demonstrable examples of the required level of literacy and numeracy).
• Experience of working in a customer facing IT support role, with a commitment to excellent customer service.
• Excellent communication skills with the ability to tailor responses to specific audiences.
• An understanding of the importance of equality, diversity and inclusion in the workplace.
• The ability to identify and respond to equality and diversity issues in line with relevant policies and procedures
• A good working knowledge in one of the following (and familiarity with the other):
  • Microsoft Windows
  • Mac OS X
• Knowledge of mobile devices including tablets and smartphones. 

Informal enquiries to Deborah Jenkinson, email: d.a.jenkinson@bham.ac.uk

To download the full job description and details of this position and submit an electronic application online please click on the 'Apply' button above.

Valuing excellence, sustaining investment

We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working.

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