Service Desk Analyst

University of Glassgow
May 16, 2024
Offerd Salary:£22,681 - £25,138
Working address:N/A
Contract Type:Open-ended
Working Time:Full time
Working type:N/A
Ref info:N/A
Service Desk Analyst

Job Purpose

The Service Desk Analyst will work to deliver Estates services as part of the Estates Service Desk team and administer, via the Estates workplace information management system, all enquires and ensuring excellent provision of innovative customer service.

The Service Desk Analyst will:

• Ensure that the Service Desk provides a friendly, responsive, professional, and efficient customer-focused service.

• Support the Senior Service Desk Analysts

• Develop relationships with all key Estates Stakeholders in managing enquiries

• Resolve service problems and customer enquiries

Main Duties and Responsibilities

1. To provide support and enquiry resolution alongside the Service Desk team for matters relating to Estates through online, by phone and face to face interactions across all University locations.

2. To deal with all Estates enquiries, provide advice and information on a wide range of services and process the enquiry through the workplace information management system.

3. To assess the needs of each customer so that their enquiry or problem can be dealt with and fully resolved at the first point or, if that is not possible, refer to the appropriate specialist within or outside the Directorate. This will require the exercise of initiative and judgement to resolve issues.

4. To liaise regularly with the Senior Service Desk Analysts, Service Desk Manager and team members and other service units within the Directorate to ensure that knowledge of services is up to date and to keep abreast of issues and changes.

5. Contribute to and adopt plans for service improvements to ensure continual development of service provision and effective delivery.

6. To ensure that enquiries are processed in accordance with the helpdesk management system and supporting problem identification and resolution. This includes advising users on appropriate course of action, monitoring enquiries from start to resolution and escalating unresolved problems to higher levels of support.

7. Recording all service interactions in a timely, accurate manner using the agreed enquiry logging systems and processes

8. Attend training courses and undertake on the job training and development to continually develop the knowledge and skills required in the post.

9. To be aware of and understand relevant University policies in areas relevant to the role, including equality and diversity and health, safety and compliance.

Knowledge, Qualifications, Skills and Experience



A1 Scottish Credit and Qualification Framework level 5 or 6 (National 5 or 6, Scottish Vocational Qualification level 2 or 3) or ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.

A2 Sound knowledge of a customer facing role and/or service desk environment.


B1 Knowledge of working with enquiry workplace information management systems



C1 Strong customer service skills and customer orientation.

C2 Ability to communicate effectively and to respond with understanding to customers' needs with sensitivity, tact and awareness of cultural diversity. Possess communication skills that allow you to inform, help and advise customers clearly and to liaise effectively with other professionals.

C3 Excellent verbal, written and presentation skills. Ability to explain information and procedures clearly and express yourself in well-articulated, easy-to-understand language.

C4 Effective listening, questioning and delegation skills to understand exactly what customers require and to refer them, if appropriate, to specialist colleagues.

C5 Excellent interpersonal skills to develop and maintain rapport with customers and effective working relationships with internal and external customers.

C6 Good IT skills with experience of using standard desktop applications and the capability of further developing IT skills to use specialist software applications.

C7 Ability to think tactically when resources are limited and be able to take remedial action to ensure the effective provision of service in response to all incidents.

C8 Excellent teamworking and interpersonal skills. Ability to encourage, develop and maintain co-operative relationships, demonstrating a team spirit in working to continually enhance services.

C9 Ability to assess difficult and/or complex situations and use initiative and judgement to resolve issues independently and make informed decisions timeously and effectively.

C10 Ability to plan, organise and prioritise work.

C11 Excellent organisational, planning and time management skills.



E1 Proven relevant experience in delivering a customer-facing service within a large, complex organisations or ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.

E2 Experience of working within a fast-paced, changing and continuously improving customer-facing service helpdesk environment.

E3 Experience of working effectively with multiple stakeholders and collaborating across organisational boundaries to achieve goals and objectives.


F1 Experience in the development of Service Desk processes and workflows.

Terms and Conditions

Salary will be Grade 4, £22,681 - £25,138 per annum.

This post is full time (35 hours p/w) and open ended.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https: // www., benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https: // www.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https: // www.

We endorse the principles of Athena Swan https: // www. and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https: // www. for more information.

Vacancy Ref : 144528 Close Date : 16-May-2024 23:45

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