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Incident Coordinator

Manchester Metropolitan University - Information Systems & Digital Services

Location: Manchester
Salary: £27,116 to £30,497 Grade 6
Hours: Full Time
Contract Type: Permanent
Placed On: 12th January 2022
Closes: 23rd January 2022
Job Ref: eArcu-4347

We are looking for a passionate Incident Co-ordinator to join our Service Desk team.

Information Systems and Digital Services is central to the university and aims to continuously improve the experience we offer to both our professional colleagues and our students. The work we do impacts significantly on both the personal and learning experience of those who study here, now more than ever. We are committed to developing and maintaining highly usable, fast, flexible and personalised Information Systems services that reflect the changing needs of our growing university.

The IT Service Desk is at the heart of the IT support function, acting as the first point of contact for all students, staff and guests of the University, for all IT related queries. The team sits within a Service Management Office, with a central focus of continuously improving the IT Service for our customers.

About the Role:

This is an exciting opportunity to join our vibrant IT Service Desk team. The role is new to the team and is a fantastic opportunity to work with various teams across the department, using data to provide insights, identifying areas for improvement and being the expert in Incident and Request Management across ISDS.

You will act as a process manager for Incident, Major Incident and Request Fulfilment processes across the department and get involved in managing Major Incidents and developing our 24/7 IT Service Desk Support by managing an out of hours support rota.

Ideal Candidate:

  • You will have a passion for IT Service Management, with a strong working knowledge of ITIL processes, particularly Incident Management, Major Incident Management, Request Fulfilment and Service Desk.
  • You will care deeply about customer experience, with a proven track record of delivering exceptional customer service.
  • You will love data and reporting, with the ability identify trends and insights in the data you're working with. You will be able to share the insights with teams across ISDS, presenting the data and working collaboratively with them.
  • You will thrive in a fast paced and dynamic environment.

If you would like to join our people and share our ambition, we would love to hear from you.

To apply, please submit your CV and Covering Letter via our application portal. For informal enquiries, please contact Kate Carrington (IT Service Desk Manager) on K.Carrington@mmu.ac.uk

Hybrid working is offered for this role. The nature of the role requires presence on campus at certain times of year, but at other times you will be able to complete some work remotely. We recognise the benefits and importance of an environment that supports flexible working and are open to conversations throughout the application process.

Manchester Metropolitan University is committed to supporting the rights, responsibilities, dignity, health and wellbeing of staff and students through our commitment to equality, diversity and inclusion.

We promote applications from all sections of the community, irrespective of background, belief or identity, recognising the benefits that a diverse organisation can bring and particularly encourage applications from groups which are underrepresented in the University workforce.

We recognise the benefits and importance of an environment that supports flexible working and are open to conversations about this throughout the application process.

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