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Service Desk Operator

University of Bedfordshire - University ICT Department

Location: Luton
Salary: £24,286 to £27,929 Grade 5 per annum
Hours: Full Time
Contract Type: Permanent
Placed On: 17th November 2022
Closes: 16th December 2022
Job Ref: BEDS2425

Job description :

The University of Bedfordshire is an ambitious, dynamic institution with a mission to transform lives and communities for the better. Technology has an important role to play, and the University ICT department is a great place to work and be part of a friendly, focused, forward-looking team in an environment where the technical professional is valued and can flourish.

 

The Service Desk Operator will provide support and assistance to all users acting as the first point of contact regarding all ICT related incidents, requests and queries.

 

They will report directly to the Incident & Service Manager and be required to work as part of a Service Desk team carrying out duties which include (but not limited to) classifying, logging and performing 1st line diagnostics across all technologies including Managed Data, Voice & VoIP. They will also need to manage & support all incidents raised via the Service Desk through to completion including liaising with resolver groups.

 

The Service Desk team will provide support for over 1500 staff covering 7 sites and home/mobile workers. Common support problems dealt with by the team include password resets, hardware problems, application/Microsoft Office issues and external customer portal queries. You will be responsible for the day to day activities of the technicians and act as a single point of escalation ensuring any high severity issues are successfully resolved.

 

You must have good interpersonal skills, with the ability to communicate effectively. Excellent time management skills, with the ability to prioritise with limited guidance from line management. Good analytical skills with a structured & methodical approach are essential as is good knowledge of SLAs and escalation procedures. You are also required to work as part of the team dealing with all purchasing and monitoring of stock.

 

The Service Desk Operator will have a demonstrable good understanding of ITIL processes, service desk tooling, incident request, service request, change and problem management and self-service operations for customers.

 

Interviews will be held w/c 9 January 2023.

 

For a full job description and person specification please click here

 

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

 

The University is committed to equality of opportunity and values the diversity of all its workforce and student population.

 

Please quote reference number and job title. Please note CVs will only be accepted in addition to a fully completed application form.

 

All applications must be received by midnight on the closing date. Applications will not be accepted after this deadline.

To view job details or apply on-line click here.

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