Service Desk Analyst

Main duties and responsibilities

Purpose:

De Montfort University is an ambitious, globally minded institution with a strong focus on delivering quality teaching and learning and a campus-wide focus on providing a sector-leading student experience. As a culturally rich university with a deep commitment to the public good, the DMU community strives to maintain a stimulating and inclusive environment where staff and students can thrive. The University prides itself as being a vibrant, multicultural hub of learning, creativity, and innovation.

This vacancy exists in the Digital & Technology Services (D&T) directorate, which provides first line support to staff and students across De Montfort University. As part of this agenda, we are currently seeking an experienced, enthusiastic and self-motivated Service Desk Analyst to join our Service Desk team. While the key focus will be on the main duties and responsibilities, role holders will ensure that staff and students are at the heart of every service delivery.

Main duties and responsibilities:

An exciting opportunity exists for an experienced Service Desk Analyst to join a dynamic Service Desk team that is responsible for providing an excellent service supporting students and staff within the University.

We are looking for someone with experience of providing telephony and face to face IT support to customers. Who leads by example and provides a first-class service in every interaction. You will have excellent team working, communication and organisational skills. With the ability to build effective relationships with customers at all levels.

The postholder will provide an effective, high quality, responsive and professional first line support service to users. Interacting with customers with due care and attention and the postholder will perform tasks such as answering phone calls and responding to emails from customers within agreed service level agreements (SLAs) to resolve their queries, escalating issue as appropriate.

At De Montfort University, we’re proud of our inclusive and supportive culture. In addition to the opportunity to develop your career within a modern university setting, we offer a generous benefits package including:

• 22 days annual leave plus bank holidays and additional university closure days
• Local and national discounts on shopping, leisure, and travel
• Access to wellbeing and mental health support services
• Membership of local government pension scheme
• Training and development opportunities to keep your skills sharp and relevant
• A campus environment that celebrates creativity, diversity, and sustainability

You’ll also be joining a team committed to working collaboratively, compassionately, and creatively, with a strong focus on inclusion and innovation.

If you have a passion for customer service and a desire to support in an front line environment, we’d love to hear from you. Apply now to start your journey with DMU.

For further details about the role, please refer to the Job Description and Person Specification which can be accessed here.

Contact

For more information about this role, please contact Manpreet Dhillon  - Manpreet.dhillon@dmu.ac.uk

Competencies

Technical Support

Troubleshooting

Communication

Collaborative

Customer Service

Decision-Making

IT Proficiency

Listening Skills

Problem Solving/Analysis

Teamwork

Time Management

Skills

Problem-Solving

Attention to Detail

Communication

Time Management

Flexibility

Resilience

Collaboration

Honest and Compassionate

Community Minded