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 BE DOING?

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.
To learn more about this exciting opportunity and the benefits we offer, please read the Job Description and Candidate Pack provided.

We believe in supporting our people and helping them to reach their full potential, as such we offer as part and parcel of this role;

• 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.
• Within 6-12 months of passing your probation you will be afforded to opportunity to attain the highly respected Service Desk Institute - Service Desk Analyst certification.
• In your 2nd full year, having achieved development milestones, you will also be given the opportunity to attain the ITIL 4 Foundation certification, again a highly sought after and respected industry qualificatio