IT Service Desk Analyst

The Role

We are seeking a motivated and collaborative individual to join our team as a Service Desk Analyst. This role offers an exciting opportunity to contribute to the IT Support Team which provides the University’s staff and students with critical support by telephone, at our in-person support desk and through our digital platform. We are a close-knit team that support and learn from each other. We put the University’s values at the core of how we work, which means we approach our work with empathy and take the time to understand peoples’ needs or challenges.

The Person

You will be responsible for handling your own queue of customer calls and tickets. With guidance and support from the rest of the team, you will be making decisions about how to best resolve issues and fulfil peoples’ needs. You will be part of a dedicated team who makes technology less intimidating for our colleagues and ensures that IT continues to enable the pursuit of knowledge and learning.

You will:

• Like talking to people, listening with empathy and taking the time to get at the heart of what might be the challenge for someone. Be adept at identifying, gathering and validating customer needs.

• Be proficient in everyday desktop software.

• Consistently apply appropriate attention to detail and quality standards to all tasks undertaken and ensure that nothing is overlooked.

• Communicate effectively in person, on the phone, via emails and reports.

• Possess an aptitude to solve problems and think on your feet but also not afraid to ask for help to decide on the best course of action.

We welcome candidates who bring diverse perspectives, experiences, and approaches to their work.

We encourage applications from individuals with a wide range of backgrounds and experiences.

We value transferable skills and real-world experience as much as formal qualifications.

Our benefits include:

• Generous employer pension contribution

• Christmas closure across all departments outside of annual leave and bank holidays

• Purple Place employee discount platform

For more information, please see University of Manchester Benefits. You can also find information on our Flexible and Hybrid working here.

We are an open place of enquiry and challenge. We embrace and celebrate difference, diversity and debate, and we pride ourselves on being a place of education, learning and community where we are able, within the law, to question and test received wisdom, express new ideas and explore controversial or unpopular topics and opinions. Find out more from our Freedom of Speech Policy.

Enquiries about the role, shortlisting and interviews

Name: Liz Chinn

Email Address: liz.chinn@manchester.ac.uk

General enquiries and administrative support: recruitmentservices.people@manchester.ac.uk

Technical and job portal support: jobseekersupport.jobtrain.co.uk/support/home

This role is not eligible for Skilled Worker visa sponsorship. Applicants must demonstrate the right to work in the UK.

Applications close at midnight on the closing date.

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