Service Desk Technical Analyst

The Role and the Department

The Computing and Information Services (CIS) has an annual operational budget in the order of £10m, multi-million-pound programmes of change within year, and approximately 140 staff who are predominately based at the Durham University campus. The Senior Leadership Team report directly to the Chief Information Officer with the following portfolios: Strategy and Change; Operations; and Information Systems. CIS provide academic, teaching and administrative services across the organisation that underpin the day-to-day activities of the whole organisation.

Recent infrastructure improvements include investment in a new network backbone, including new cable runs throughout the city to all of the Universities core buildings, new scalable user facing storage, and a new hosting environment. Corresponding business led investment also continues to be made with a new Oracle Enterprise Resource Planning suite, investment in research administration, and maximising the breadth of opportunities available to the University through Office365, alongside numerous other important initiatives.

CIS is a friendly, but demanding department, where much is expected and can be achieved by competent, self-motivated individuals who are demonstrable in their team work ability.

The Role

The role of the Service Desk Technical Analyst involves serving as the initial point of contact for University IT users, which includes staff, students, and visitors. The analyst will utilise various communication channels such as LiveChat, Self Service, Telephone, Email, and Face to Face interactions to meet user requests, provide assistance, and resolve incidents and issues.

The successful candidate will be expected to deliver effective and timely support to all University IT users while prioritising customer satisfaction. In addition, the post holder should possess a desire to acquire new technical skills and be adaptable to changing work requirements, including the possibility of working extended hours. Occasional travel may be required to attend user groups or conferences.

Advert information