Service Desk Analyst - Placement

Salary Range:

£26,707.00 - £28,778.00

We are committed to equality, diversity and inclusion, creating a community where colleagues feel respected and valued. We aim to reflect the diversity of our students and communities, and to strengthen our university through collaboration and diverse perspectives, across all roles at the University.

#INT

Specific Duties and Responsibilities of the post
This is a fixed-term position for 12 months and may also be suitable as a placement year opportunity
for the right candidate.
The post holder will be a key member of the Infrastructure Services Service Desk team, providing
high-quality support services across the University.
As this is a customer-facing role, the post holder will be expected to work on campus five days per
week. There may be opportunities for occasional flexible working arrangements where these
support specific activities and are agreed with the line manager.
The University also requires the post holder to provide support for a small number of events that
take place outside normal business hours, as and when needed.
Working with the Service Desk Team Leader, Customer Service Advisors and other teams, they will
deliver a high-quality, customer focussed resilient and responsive 1
st and 2
nd line IT, Estates and
Facilities service desk function to staff, students, the University Customer Service Centre and
authorised visitors. Support will be provided both in person on the University Campus and its
satellite sites, by phone, and through digital communications and remote support tools.
The role holder will handle the prioritisation, classification, and resolution of multiple incidents and
requests or provide escalation into 3rd line teams whilst maintaining ownership of communication
and engagement with the customer through to resolution.
The role holder will assess each incoming Incident or request and use their own knowledge and skills
to choose the most appropriate approach required to provide the user with timely resolution in line
with agreed service levels.

The role holder will:

• Provide support to the frontline Academic Service Centre;

• Deliver excellent customer service through the provision of services that meet or exceed the

expectations of staff, students and authorised visitors;

• Contribute to the continuous improvement in Service Desk effectiveness, impact and

outcomes focusing on improving customer experience, perception, and satisfaction;

• Working alongside the Customer Service Advisors, contribute to the provision of the Estates

Helpline, and a walk-up service desk during core hours of each working day.

• Manage incidents and service requests throughout their lifecycle.

• Produce support materials to help others learn and self-help;

• Provide early life support to new systems and services introduced by project teams;

• Support the Service Desk Team Leader and the Service Delivery Manager in the handling of

major incidents;

• Occasionally represent the Service Desk or Infrastructure Services at appropriate events and

meetings

The job duties and responsibilities listed below are intended to describe the general nature of the

role. The duties and responsibilities and the balance between the elements in the role may change

or vary over time depending on the specific needs at a specific point in time or due to changing

needs in the department. Candidates should note that there may not be an immediate requirement

to carry out all the activities listed below.

Overall Purpose of the Role

• The role holder will:

• Provide IT support to staff, students and more senior colleagues.

• Practical working knowledge of the system/process/operating environment gained through

formal instruction and/or experience.

• Specific responsibility for a clearly defined section or sub-section of work and will use

initiative within the boundaries of the role in line with University policies and procedures.

• Use discretion to deal with non routine queries and/or issues but more complex situations

will be referred to senior colleagues.

• Plan and prioritise own work and may be required to delegate work to others within agreed

objectives.

Main Work Activities

Communication

• Explains IT procedures, technical processes, equipment and software operation to students, staff

and visitors.

• Gives advice and guidance to staff and students on various IT related topics.

• Presents information to staff and colleagues through Powerpoint presentations and/or practical

demonstration.

• Creates technical instructions and user guides.

Teamwork

• Provides day-to-day support to other members of staff and members of staff new to the work

area.

• Provides advice and guidance to the team pertaining to new initiatives/services and processes

and procedures.

Liaising and Networking

• Liaises with staff and colleagues to maintain and implement existing services.

• Contacts external organisations.

Service Delivery

• Provides IT, computing and network and AV support to staff and students.

• Install, configure, maintain and support applications and systems software and associated

peripheral equipment.

Planning and Organisation

• Plans and prioritises own work in order to meet deadlines.

• Checks and monitors equipment is in good working order and produce schedules to manage this.

Analysis/Reporting

• Fault diagnosis, test and maintain equipment

• Keep up to date with latest developments/software/equipment

• Analyses data, for example:

o Event logs

o Network traffic logs

Teaching and Learning Support

• May be required to instruct students and staff on the use or configuration of a range of software

and IT/AV equipment.

Additionally the post holder will be required to:

• Fulfil the employees’ duties described in the University’s health and safety policies and cooperate with the health and safety arrangements in place within the department. May be

required to undertake specific health and safety roles on request e.g. Display screen equipment

assessor, departmental safety officer, fire warden

• Show a commitment to diversity, equal opportunities and anti-discriminatory practices This

includes undertaking mandatory equality and diversity training

• Comply with University regulations, policies and procedures

Applications close at 00:01am of the closing date listed. We reserve the right to close this vacancy early if we receive sufficient applications. If you are interested in this role, please submit your application as early as possible.