Service Desk Analyst

at  University of Wolverhampton

We have a vacancy for a Service Desk Analyst to join our busy IT Service Desk team.
We have a vacancy for a Service Desk Analyst to join our busy IT Service Desk team. This is a full-time position which will be working approximately 60% from home and 40% on City Campus Wolverhampton as the main base in line with the agile working policy. Supporting the service will be a variety of shifts between 8am and 5.00pm Mon-Fri. (The on campus and working from home ratio may change at peak times and as required).
The Service Desk is a team comprising of a Service Desk Manager, Service Desk Team Leader, and Service Desk Analysts, providing first line IT support to all staff and students across the University.
The support is facilitated via incoming phone calls to the Service Desk as well as digital contact via e mail and the IT Portal. We also offer face to face support on a rota basis from our Student Centre which is a service we are looking to expand in 2025.

The team currently resolve a large amount of the calls they receive, and we promote a first call resolution wherever possible. The remainder of tickets raised are routed appropriately to other teams within the Directorate or signposted within the wider University. We are looking for someone who:

• Is passionate about delivering great customer service and has the resilience to work on a fast-paced team that can be pressurized.
• Predominantly Phone-based and Face to Face support role, therefore be able to handle sometimes complex queries over the telephone and in a face-to-face environment.
• Has a good understanding of IT across the University and how to manage conflicting demands.
• Thrives in a busy environment and has a commitment to upskilling within the role to support the team and department objectives.
• Highlights any topical issues and how these can be overcome, makes suggestions on how to improve the service and work with colleagues and the management team to implement changes.
• Can work to processes and procedures ensuring that all calls logged are of excellent quality and contain all required information.
• Can work on campus or from home and be able to manage own workload and balance this with the priority of taking calls from our customers. Being proactive with an element of self-management with regards to their own work queue.
• Have a flexible approach to work and willing and able to upskill as and when required based on the changing needs of the University and in line with the 2035 University Strategy and the up-and-coming Digital Strategy.

Please refer the Job description for details