Service Desk Analyst

Job description:

Come and be part of an innovative and influential University department delivering excellent IT and business services to a leading Russell Group institution. With a reputation for engaging staff and students in partnership to deliver services, for three years running UK students have voted us best for IT support. We are committed to delivering and supporting excellent customer focussed services and to do this we need to recruit the best staff, invested in higher education and dedicated to supporting sector leading learning, teaching and research – and that’s why we need you.

We have an exciting opportunity in IT Services for a Service Desk Analyst. You will join an established, dynamic and friendly team delivering excellent customer centric IT support to all users of the University IT facilities.

What you will be doing

• Providing an excellent 1st line IT support customer service for our University user community via all Service Desk contact channels.
• Delivering efficient solutions by diagnosing and solving IT problems, collaborating closely and elevating to 2nd and 3rd line teams.
• Using your investigative skills and initiative to resolve queries with a focus on the customer experience.
• Creating knowledge articles and IT documentation.
• Developing your IT skills, and gaining experience across a wide range of university systems, processes and policies.
• An on campus role, you will be working closely with your Service Desk team and the 2nd line support team. This role offers 1 day a week working from home (Hybrid), 4 days on campus.

What you’ll bring

• Experience in a customer service environment and a good understanding of IT operating systems and software.
• Excellent customer service skills, verbal and written, with the confidence to communicate effectively with all customers.
• Great team working skills with the ability to work as part of a multi-skilled team.
• Capability of independent working using your own initiative to find non-standard solutions.
• An ambition to develop your career in customer service and have a keen curiosity in IT.
• A flexible and can-do attitude to ever changing priorities and business needs.

What we offer

The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university.

We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more.

We build teams of people from different heritages and lifestyles from across the world, whose talent and contributions complement each other to greatest effect. We believe diversity in all its forms delivers greater impact through research, teaching and student experience.

Find out more at sheffield.ac.uk/jobs/benefits and join us to become part of something special.

To find out what makes the University of Sheffield a remarkable place to work, watch this short film: www.youtube.com/watch?v=7LblLk18zmo, and follow @sheffielduni on Twitter for more information.

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