Service Desk Analyst

About IT Services

IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students and researchers.

The Team

Our IT Support Team provide the University’s staff and students with critical support by telephone, in-person support desk and through our digital platforms. We are a close knit team that support and learn from each other. We put the University’s values at the core of how we work, which means we approach our work with empathy and take the time to understand peoples’ needs or challenges.

The Role

As a Service Desk Analyst, you will be part of a dedicated team who makes technology less intimidating for our colleagues and ensures that IT continues to enable the pursuit of knowledge and learning. You will be making decisions about how to best resolve issues and fulfil peoples’ needs as well as supporting less experienced Analysts. You will be maintaining the service desk queue, as well as your own queue, of customer calls and tickets. You will be handling more complex issues and ensuring efficient resolution within service level agreements. You will identify opportunities for continuous improvement within the IT Service Desk. You will contribute to the creation and maintenance of support documentation. The work is varied throughout the year and involves primarily answering telephone calls as well as working on the In-Person IT Support Desk and dealing with self-logged tickets.

The Person

The successful candidate should be able to demonstrate:

• Experience of providing advanced first-line support and some second-line support, handling more complex issues and supporting less experienced Analysts with troubleshooting and resolving IT issues.
• Like talking to people, listening with empathy and taking the time to get at the heart of what might be the challenge for someone. Be adept at identifying, gathering and validating customer needs.
• Experience of a range of technical service requests, including software and hardware related issues.
• Experience with Service Level Agreements (SLAs) and performance monitoring.
• Consistently apply appropriate attention to detail and quality standards to all tasks undertaken and ensure that nothing is overlooked.
• Communicate effectively in person, on the phone, via emails and reports.
• Contribute to the creation of support documentation and ensuring that documentation standards are maintained.
• Possess an aptitude to solve problems and think on their feet, but is also not afraid to ask for help to decide on the best course of action.
• Enjoy being part of a collaborative team where work and knowledge are shared, and everyone supports each other.
• Identify opportunities for continuous improvement within the IT Service Desk and contributes to the implementation of process enhancements.
• Be passionate about working in a diverse and inclusive environment where our values inform decisions and behaviours.

What can you expect in return

Our diverse job opportunities all include a top benefits package that includes many features that are hard to find in the private sector:

• Generous annual leave allowance, including Christmas/New Year closure;
• Pension scheme membership to provide benefits for you and your family;
• Well-being programme with counselling, fitness and leading sports facilities;
• Learning and development opportunities;
• Season ticket loans for public transport;
• Cycle to Work Scheme;
• Workplace nursery scheme;
• Staff recognition schemes;
• Staff discounts on a range of products and services including travel and high street savings.

In fact, there are so many benefits available you can see more of them by clicking HERE

Find out more about our organisation and values:

• IT Services: About us and ITS Practice Charter

When completing the additional information section of your application, please ensure you make reference to the job description and person specification above, as this will form an integral part of the shortlisting process.

As an equal-opportunity employer, we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.

Our University is positive about flexible working – you can find out more here

Blended working arrangements may be considered.

Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies.

Enquiries:

Please contact our IT Resource Management Team

Email: it.resource@manchester.ac.uk