Service Desk Analyst

at  University of Bristol

YOU SHOULD APPLY IF

Essential

• Some experience in IT service management working in a 1st line IT Service Desk or service orientated support team role along with desk-side support experience.
• Excellent analytical, problem-solving, and strategic-thinking abilities applied in a support role.
• Technical knowledge of desktop software, operating systems and/or hardware in common use with the ability to develop this with input from other colleagues.
• Customer-focused with outstanding communication and interpersonal skills.
• Proficiency in using IT service management tools and knowledge base software.
• Ability to work effectively in a team-oriented, fast-paced environment.
• NVQ Level 3 or HNC in a relevant technical subject or ‘A’ Levels including a STEM subject
• OR prior relevant work experience at this level.

Desirable

• Knowledge of ITIL frameworks, processes, and methodologies and ideally certification.
• Certification in technical support and administration (e.g. SDI Service Desk Analyst, CompTIA A+, relevant Microsoft certifications).

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.
The Service Desk are seeking enthusiastic Service Desk Analysts who can efficiently deliver IT support services, through providing excellent customer service and first line technical support, actively working to anticipate user needs and promoting self-service to improve overall service quality.
Providing proactive and reactive support activities, including support for computer hardware, peripherals, audiovisual, unified communications and mobile devices. Aiming to resolve tickets at the first point of contact, seeking input on more complex tickets from team members and allocating tickets that can’t be resolved to appropriate teams to meet to the needs of our customers.

WHAT WILL YOU BE DOING?

• Serve as the initial point of contact for all inquiries and support requests from customers, following agreed procedures to provide efficient and excellent customer and technical support service.
• Investigate and resolve incidents and service requests within pre-determined limits, proactively seek out advice from more senior colleagues to develop knowledge and understanding and escalate complex issues to other teams when necessary.
• 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 appropriate tool, including identifying any gaps or shortfalls in data collected, to ensure accurate and timely documentation.
• Plan and organise own activities to achieve service delivery targets, undertaking the prioritisation and triage incidents based on urgency and impact, following agreed incident management processes.
• Contribute to the creation and maintenance of a comprehensive knowledge base, identifying gaps and documenting solutions to common issues for reference by customers and colleagues.
• Keep end-users informed about the progress of any incident or request they are involved in, liaising with management to devise any wider communication plans.
• Promote IT security policies and guidelines, assisting customers in translating and adopting practices to protect data and assets.
• Advise and gain the support of other University colleagues to contribute to service delivery and assist in the training of new colleagues in the team.
• Identify opportunities for continuing personal development, proactively remaining up to date with the latest advancements in digital technology and industry best practices.