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Service Desk Analyst

University of Northampton

Location: Northampton
Salary: £22,681 to £24,533 per annum
Hours: Full Time
Contract Type: Permanent
Placed On: 17th November 2023
Closes: 21st January 2024
Job Ref: UN4760
 

Location: Waterside Campus

Closing Date: 21-01-2024

Documents

About The Job

Interview Date: Week commencing 29 January 2024

The University of Northampton is seeking a motivated, personable and customer focussed Service Desk Analyst to join our first line support team. As a key member of the IT Services Customer Team, the Service Desk Analyst is the first point of contact for all IT support related issues. You will be part of a larger IT Department that covers Operations, Project Management, Infrastructure and Applications. You will provide technology related assistance and facilitate resolution of incidents and requests for both students and staff, either face to face, through self-service or via the telephone.

This is an onsite post, the service desk offer support on a shift basis to the whole of the university community. Working either on phone support, the service desk front line service or in classroom support.

Opening hours for the service desk are between 8.30am and 5pm Monday to Friday, with a rota for weekend cover at one site.

About You

Skills:

  • Experience of ITIL and service operation processes
  • Experience of supporting a range of operating systems including Windows, Apple, Non-Wintel, and basic networking hardware/systems
  • Experience of Service Desk Tooling (for example, Ivanti, Halo or Service Now)
  • Experience of working within a customer service / IT Service desk team environment
  • Experience of working to service level agreements for service-related incidents and requests

Personal Qualities

  • Ability to adapt to organisational change
  • Ability to adapt to technological advances in the workplace
  • Demonstrates excellent interpersonal skills with peers and stakeholders
  • Self-motivated an able to work on own initiative
  • Demonstrates excellent customer service skills to a range of customers
  • Good communication and presentation skills
  • Demonstrates ability to work collaboratively
  • Enthusiasm to work within the IT field

Qualifications

Essential: 

  • Educated to GCSE level or equivalent

Desirable:

  • ITIL Foundation
  • ITIL Service Operation 

IT Services

The IT Services department comprises 75 staff, divided into 5 teams, and runs the information and technology services of the university. The teams include

  • Customer Services and Support
  • Technology Operations
  • Application Services
  • Cyber Security
  • Change and Relationship Management

Right To Work

All candidates will be asked to provide proof of eligibility to work in the UK at interview. Due to the requirements laid out by UK Visas and Immigration regarding Right to Work in the UK, the University can only accept applications from individuals who currently have a status allowing them to work in the UK for this position. Due to this criterion, we regret that we are unable to offer sponsorship at this time. 

Equality

We welcome applications from underrepresented groups.

The University of Northampton is committed to providing a vibrant, ethical and sustainable work, study and living environment that values equality, diversity and inclusion.

This commitment, along with our legal and moral obligations, provides an inclusive environment for staff, students and the public who may be affected by our activities.

Together @ UON confirms our commitment to equality and inclusion, underpinned by our belief in taking action. We are dedicated to creating an environment that celebrates equality and harnesses the power of diversity.

Together @ UON demonstrates our pledge to our staff, students and partners to nurture and develop an environment where equality and inclusion can thrive whilst we Transform Lives and Inspire Change.

To find out more, please visit: https://www.northampton.ac.uk/about-us/governance-and-management/management/equality-and-diversity/

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