Service Desk Analyst

The role

We are seeking enthusiastic Service Desk Analysts who can efficiently deliver IT support services through providing excellent customer service and first line technical support, actively working to anticipate user needs, and promoting self-service. You will be a recognisable, presence, building relationships with users and stakeholders. You will operate as part of a four person rota covering weekdays and weekends.

Providing first line support, including computer hardware, peripherals and system access.  Aiming to resolve tickets at the first point of contact, seeking input on more complex tickets and allocating tickets that can’t be resolved to appropriate teams.

This role will be onsite 5 days a week at the University's flagship Temple Quarter Enterprise Campus. You will be front and centre, a visible and trusted presence for students, staff and visitors. Delivering first class in-person IT support to a diverse campus community.

What will you be doing?

• Serve as the initial point of contact for all inquiries and support
• Support and assist with the operation of the IT Counter/Service Desk
• Investigate and resolve incidents and service requests within pre-determined limits, proactively seek out advice from more senior colleagues
• Identify recurring incidents and collaborate with colleagues to implement solutions.
• Log, track, and manage incidents and service requests using the appropriate tool,
• Plan and organise own activities to achieve service delivery targets
• Contribute to the creation and maintenance of a comprehensive knowledge base, identifying gaps and documenting solutions to common issues for reference by customers and colleagues.
• Promote IT security policies and guidelines

You should apply if you have:

Essential

• Some experience in IT service management working in a 1st line IT Service Desk or service orientated support team role along with desk-side support experience.
• Experience in customer-facing role(s)
• Technical knowledge of desktop software, operating systems and/or hardware in common use
• Customer-focused with outstanding communication and interpersonal skills.
• Proficiency in using IT service management tools and knowledge base software.
• Ability to work effectively in a team-oriented, fast-paced environment.
• NVQ Level 3 or HNC in a relevant technical subject or 'A' Levels including a STEM subject OR prior relevant work experience at this level.

Desirable

• Knowledge of ITIL frameworks, processes, and methodologies and ideally certification.
• Certification in technical support and administration (e.g. SDI Service Desk Analyst, CompTIA A+, relevant Microsoft certifications)

Additional information

Please read the full advert and job description found on the University website before applying

Contract type: Open ended

Work pattern: 35 hours/week including weekends

School/Unit: IT Services

This advert will close at 23:59 UK time on Monday 6th July

For informal queries please contact:

Steve Johnson – Steve.Johnson@bristol.ac.uk

Andy Sloper – Andy.Sloper@bristol.ac.uk

Nay Sheikh – Nay.Sheikh@bristol.ac.uk

Our strategy and mission

We recently launched our strategy to 2030 tying together our mission, vision and values.

Please apply via the ‘Apply’ button above.

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