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Service Desk Analyst

University of Cambridge - University Information Services (UIS)

Location: Cambridge
Salary: £29,605 to £33,966 per annum
Hours: Full Time
Contract Type: Permanent
Placed On: 26th February 2024
Closes: 12th March 2024
Job Ref: VC40626

The University Information Services (UIS) Service Desk is the first point of contact for IT Incidents, Requests and queries from across collegiate Cambridge estate, be they, academics, students, staff or IT "Computer Officers" in colleges and departments.

The Service Desk sets the standard of customer service, helping to support, develop and deliver services provided by UIS Teams.

During the supported hours of 08:30-17:00 Monday to Friday, the Service Desk team provides first and second line support, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help. The team comprises of Service Desk Analysts, Senior Service Desk Analysts, Deputy Service Manager, ITSM Manager, the User Administration team and the Service Desk Manager

Key Duties and Responsibilities:

The Service Desk Analyst is responsible for the effective delivery of a customer-focused, professional IT support service. Service Desk Analysts are expected to work effectively as part of a team. They are directly supported by the Senior Service Desk Analysts, Deputy Service Manager and Service Desk Manager, and are also supported by other UIS teams via chat channels.

Service Desk Analysts work with autonomy, delivering a consistent, high quality service following departmental processes and procedures. Analysts take ownership of incidents and requests and collaborate with colleagues within IT Services and beyond in order to deliver innovative, appropriate and timely solutions via video calls, Teams chat, ITSM email and by scheduled appointment.

This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

Skills, Qualification and Experience:

The role holder is expected to have A-level standard of education or equivalent level of practical experience. Experience in a IT support role is essential and applicants would be expected to have comprehensive experience in Microsoft operating systems and their applications packages. Some experience of Apple Macintosh and popular applications is desirable.

Excellent communication and customer service skills are critical for the role. The role holder must be self-motivated, willing to acquire new skills and knowledge, capable of working unsupervised and must be able to complete projects in a timely professional manner.

Benefits of working for the University of Cambridge:

Working in an open, friendly and collaborative team.

An extremely competitive and tax efficient pension scheme Cambridge University Assistants' Contributory Pension Scheme (CPS)

Our employees are also eligible for a wide range of competitive benefits and services. We give access to numerous discounts on shopping, health care, financial services and public transport.

Once an offer of employment has been accepted, the successful candidate will be required to undergo a health assessment.

To apply online for this vacancy and to view further information about the role, please click on the apply button above.

Should you have any queries about this application please email servicedeskmanager@uis.cam.ac.uk

Please quote reference VC40626 on your application and in any correspondence about this vacancy.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

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

We value your feedback on the quality of our adverts. If you have a comment to make about the overall quality of this advert, or its categorisation then please send us your feedback
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