Service Desk Manager

Location: Penrose Way

Closing Date: 23.59 hours BST on Sunday 21 April 2024

Our University

Ravensbourne University London is an innovative, industry-focused university located at the heart of London’s newest creative community on the Greenwich Peninsula. We're champions of creativity and collaboration, dedicated to giving our learners the specialist skills and opportunities they need for outstanding careers in digital media and design.

The Role

The IT Service Desk is the central point of contact for IT queries from academics, students and staff. The Service Desk sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT Services objectives.

The team act as customer champions, 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 Service Desk Manager is responsible for the effective delivery of a customer-focused, professional IT support service. supported by the other members of the Service Desk team and the wider IT Services team.

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

This is a superb opportunity for an experienced senior support professional who is self-motivated and adaptable to join the team.

The Candidate

Suitably qualified, you will have experience in managing, delivering and supporting services in a mixed Windows & Apple Mac environment.   

An understanding of the operation, support and development of IT technology in an Education environment would be advantageous to this role although this is not   essential.

Key Responsibilities

• Develop, gain agreement to, own and maintain the Incident, Critical Incident and Service Request processes (ITIL) and procedures
• Own the Service Desk toolset (currently and develop IT Services policies and procedures for its effective use.
• Manage critical or complex incidents as required and provide updates to management and customers where necessary.
• The performance of the Service Desk through the development of SLAs and KPI’s
• Analyse the impact of new services or changes to services on the Service Desk and develop solutions as appropriate
• Provide IT focused Start of Session planning and support
• Provide 1st and 2nd line support and administration including troubleshooting of IT related problems from software to hardware, such as mobile phones, laptops, PCs, printers, basic network issues and all IT Managed applications.
• Escalate unresolved calls to the 2nd/3rd line support teams in line with agreed processes, including liaising with external partner organisations where appropriate
• Office 365 Systems Administration – Management of operational administration activities including provisioning & configurations.

To apply:

Please click the 'Apply' button above. To apply you will need to submit a CV, covering letter and fill in the application form.    

Further details:  Job Description      

We welcome applicants from all backgrounds and communities, and in particular those that are currently under-represented in our workforce. This includes, but is not limited to, Black, Asian and Minority Ethnic candidates, candidates with disabilities, and female candidates.

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