Senior Service Desk Analyst

at  University of Bristol

YOU SHOULD APPLY IF

• Proven experience in IT service management workings in a first line IT Service Desk or service orientated support team role along with desk-side support experience.
• Good knowledge of ITIL frameworks, processes, and methodologies.
• Excellent analytical, problem-solving, and strategic-thinking abilities applied in a support role.
• Strong technical knowledge across a range of IT disciplines.
• Customer-focused with outstanding communication and interpersonal skills.
• Proficiency in using IT service management (ITSM) tools and knowledge base software.
• Ability to work effectively in a team-oriented, fast-paced environment.

THE ROLE

Within the University our IT Services division is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University.
As part of this journey, we are looking for six Senior Service Desk Analysts who can efficiently deliver IT support services, through providing excellent customer service and first line technical support. The roles will act as a point of escalation within the team, will lead by example, should have an infectious positive attitude and an ability to improve team process and procedures. This role will report to the Service Desk Team Leader.

WHAT WILL YOU BE DOING?

• Serve as the initial point of contact for all IT-related inquiries and support requests from customers, providing efficient and excellent technical support and customer service. Investigate and resolve incidents and service requests, escalating complex issues to appropriate support teams when necessary.
• Be a point of escalation within the team, providing advice and guidance to ensure that timely resolutions are given to customers and sharing technical expertise to increase the skills and knowledge of the team and other colleagues.
• Promote and encourage self-service options, including knowledge base articles and user guides, to empower customers to resolve common issues independently. Identify recurring incidents and collaborate with colleagues to implement solutions.
• Log, track, and manage incidents and service requests using the IT service management (ITSM) tool, ensuring accurate and timely documentation. Prioritise and triage incidents based on urgency and impact, following agreed incident management processes.
• Contribute to the creation and maintenance of a comprehensive knowledge base, documenting solutions to common issues for quick reference by customers and colleagues.
• Actively participate in process improvement initiatives to enhance the efficiency and effectiveness of the service desk. Provide feedback to the Service Desk Manager regarding opportunities for process and service improvement.
• Support the Major Incident Manager with the effective management of Major Incidents (MI), including assisting with customer communication and allocated actions as part of MI swarms and meetings.
• Monitor IT service desk performance metrics and contribute to the creation of reports and dashboards to track key performance indicators (KPIs). Report trends in incidents and service requests to help identify potential areas for proactive support.
• Perform replacements, and upgrades of faulty hardware, ensuring all actions are documented, tracked, and resolved in a timely manner.
• Install, configure, and deploy new hardware devices, assisting with software installations and updates as required.
• Promote IT security policies and guidelines, assisting customers in translating and adopting practices to protect data and assets.
• Identifying opportunities for personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices.