IT Service Desk Analyst

at  Manchester Metropolitan University

WHO ARE WE?

As part of IT & Digital, the IT Service Desk acts as a first point of contact for IT-related queries from up to 45,000 students, staff, and guests at Manchester Met. The work we do has a direct impact on the experience of our students and colleagues, and so we are committed to providing a consistently excellent and efficient service, supporting the changing needs of our modern University.
The IT & Digital directorate works collaboratively with colleagues across academic and professional services to deliver IT services that enable the University to achieve its strategic objectives related to teaching and research, on a national and global scale. The IT Service Desk has grown over recent years and is in an exciting position to help create the University of the future through co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation, and providing the insights to drive continuous improvement.

WHO ARE WE LOOKING FOR?

We are looking for someone who is tech-savvy and customer-focussed to join our team of IT ServiceDesk Analysts.

Our ideal candidate is:

• an empathetic communicator, an active listener, and a critical thinker who has an analytical ability to find solutions using agreed processes and procedures, but is able to adapt easily to individual customer requirements.
• enjoys working in a team, engaging in team discussions, and participating in development and training activities with colleagues.
• has a natural passion for customer service, and the ability to remain focussed in a fast-paced and dynamic environment with minimal supervision

WHAT WILL YOU GET FROM US?

• Industry beating holiday and benefits package
• Full training from our team so that you can capture all relevant information in our IT service management tool, confidently action your tickets, and utilise our knowledge and tools in order to provide an excellent service to our customers.
• To be part of a truly awesome team, in a supported and supportive environment, where you can grow and develop your natural talents while learning new ones at the same time
  So, if you are looking for an opportunity to gain experience on a busy and evolving IT Service Desk, and share our ambition to provide a high-standard service to the people at Manchester Met, we would love to hear from you. Please ensure you attach a CV and cover letter to your application.
  Manchester Met University is committed to creating an intentionally inclusive culture of belonging that promotes equity and celebrates diversity. We understand the importance of having a diverse workforce and the benefits it can bring to ensuring diversity of thought and innovation in everything we do. We, therefore, encourage applications from people from ethnic minority groups, disabled people and people who identify as LGBTQIA+

This is an exciting opportunity to join our vibrant and dynamic IT Service Desk team while we support a University-wide project, focussed on providing the best end-to-end experience for students, offering support from when they submit their application through to when they graduate.

As an IT Service Desk Analyst, you will provide first-level support for our customers through a range of contact channels, including telephone, live chat, face-to-face, and our self-service portal. You will work as part of a passionate and friendly team of professionals to:

• handle service requests and troubleshoot incidents
• provide comprehensive advice and ensure customer queries are resolved promptly or escalated to another support team where necessary.

Ultimately you will be part of a great team that is dedicated and passionate about providing positive experiences and outcomes to our student and staff colleagues.