Job details
Job reference
C00296
Date posted
25/04/2024
Application closing date
06/05/2024
Location
Exeter (Hybrid)
Salary
£15.61ph (inclusive of holiday pay)
Package
Blank
Contractual hours
Blank
Basis
Blank
Job category/type
Admin, Professional, Managerial
Attachments
IT Service Desk Analyst JD - Temporary Role.docx
IT Service Desk Analyst (Temporary)
Job description
This is a temporary role starting asap, and finishing on 31st July 2024. The
successful candidate will be expected to work both at home and on Streatham
campus.
As an IT Service Desk Analyst, you will be responsible for ensuring efficient
computer operation to enable University of Exeter users to accomplish their
business tasks. You will play a crucial role in receiving, prioritizing,
documenting, and resolving end-user support requests, escalating incidents
when necessary to meet SLA expectations. This role requires excellent
communication and customer service skills, as support will be provided via
email and telephone.
Key Responsibilities:
Provide first contact support for incoming requests via web portal, email,
and chat.
Build rapport and elicit problem details from service desk customers.
Prioritize incidents and service requests according to defined processes
to meet SLAs.
Escalate incidents with accurate documentation to suitable technicians
when required.
Collaborate with Operations and Security Team, escalating calls as
necessary.
Record, track, and document the incident-solving process in the Enterprise
Service Desk system.
Use remote tools and diagnostic utilities for troubleshooting.
Research solutions through internal and external knowledge base.
Perform preventative maintenance and test fixes to ensure incident
resolution.
Develop help sheets and FAQ lists for customers.
Contribute to the technician knowledge base and suggest continual service
improvements.
Be flexible with working hours to provide coverage when required.
Qualifications and Skills:
5 GCSEs or experience in a similar role.
Equivalent vocational qualifications.
ITIL Foundation.
Knowledge and Skills:
Understanding of IT infrastructure, including networks, servers, operating
systems, and web services.
Knowledge of electronic mail systems and PC desktop support.
Working knowledge of diagnostic utilities, including SCCM and Intune.
Well-developed analytical and problem-solving skills.
Ability to explain complex issues in non-technical terms.
Excellent customer care and communication skills.
Fast, accurate keyboard skills and computer literacy.
Experience:
Experience in coping in a pressured support environment.
Customer service experience in a similar environment.
Ability to use a wide range of computer hardware and software.
Behaviours:
Keen interest in IT and an aptitude for learning and improving skill sets.
Enthusiastic, reliable, and customer-focused attitude.
Confidence to work under pressure and make quick decisions.
Flexible and adaptable approach to work.
Commitment to a service ethos and understanding the need for
confidentiality.
Ability to work at a consistently high standard in a constantly changing
environment.
How to Apply:
To apply for this exciting opportunity, please submit your CV and a cover
letter outlining your relevant experience and qualifications to Steven
Millington at [email protected] by Monday 06th May.
Salary:
As this is a temporary role, the successful candidate will claim for their
work via our online timesheet system. The hourly rate is £15.61ph inclusive of
holiday pay. You will be engaged as a casual worker under the University's
casual worker terms and conditions.
Hours of Work:
Full time (36.5 hours per week), 8 hour shifts allocated on a rota basis.
The University of Exeter is an equal opportunity employer, and we welcome
applications from all qualified candidates.
