Service Desk Analyst

Location: Brunswick Street / Hybrid

Are you interested in working for a world top 100 University?

Come and be part of an innovative and influential University department delivering excellent IT and business services to a leading Russell Group institution. With a reputation for engaging staff and students in partnership to deliver services, for three years running UK students have voted us best for IT support. We are committed to delivering and supporting excellent customer focussed services and to do this we need to recruit the best staff, invested in higher education and dedicated to supporting sector leading learning, teaching and research – and that’s why we need you…

We have an exciting opportunity in IT Services IT Support for a Service Desk Analyst. You will join an established, dynamic and friendly team to deliver excellent customer focused, IT support and advice to all customers of the University IT facilities to maintain a service first culture.

What you will be doing

• Providing an excellent 1st line IT support customer service for our University staff and students via the Service Desk contact channels - phone, self service, in person, Live Chat.
• Delivering efficient solutions by diagnosing and solving problems and access issues, liaising and escalating to 2nd and 3rd line teams.
• Using your investigative skills and initiative to resolve queries and service requests with a focus on the customer experience.
• Creating knowledge articles and documentation, working with colleagues across the department to improve the quality of information.
• The opportunity to develop your IT skills , knowledge and gain experience across a wide range of university systems, processes and policies.

The skills and experience you’ll bring

• Proven experience in a customer service environment and possess a good understanding of IT operating systems, hardware and software.
• Excellent customer service skills with the ability to communicate effectively with staff, students, colleagues and visitors both verbally and written.
• The ability to communicate complex ideas to non-technical staff
• Will be motivated and an effective communicator with strong team player skills and the ability to work as part of a multi-skilled team
• Can work independently using own initiative to find solutions to non-standard requests
• Possess excellent written skills to produce support documentation
• An ambition to further develop their career in customer support

What The University of Sheffield offers

We’re one of the best not-for-profit organisations to work for in the UK. The University’s Total Reward Package includes a competitive salary, a generous Pension Scheme and annual leave entitlement, as well as access to a range of learning and development courses to support your personal and professional development.

We build teams of people from different heritages and lifestyles whose talent and contributions complement each other to greatest effect. We believe diversity in all its forms delivers greater impact through research, teaching and student experience.

To find out what makes the University of Sheffield a remarkable place to work, watch this short film: www.youtube.com/watch?v=7LblLk18zmo, and follow @sheffielduni and @ShefUniJobs on Twitter for more information.

Apply now by clicking on the Apply button located near the top of your screen.

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