Service Desk Administrator

University of Bristol; West of England; On-site; GBP 26,000 - 29,000; Full time

Job summary

University of Bristol IT Services is seeking a Service Desk Administrator to manage and enhance reporting on service performance metrics, SLA/KPI data and customer satisfaction. The role involves analysing ITSM data, maintaining dashboards, and supporting data-driven decisions across the organisation.

The post reports to the Service Desk Team Leader – Digital Services. Typical duties include incident and service request triage, ad-hoc reporting, and collaboration with End-User Services Support.

Qualifications

• Solid analytical, problem-solving and logical-thinking abilities.
• Customer-focused with good communication and interpersonal skills.
• Proficiency in using Microsoft Office, ITSM tools and knowledge base software.

Responsibilities

• Maintain reports and dashboards of service desk performance metrics.
• Assist with SLA/KPI reporting and data gathering with End-User Services Support.
• Analyse ITSM data to identify trends and areas for improvement.
• Monitor data integrity in the ITSM tool for reliable reporting.
• Create ad-hoc reports and data visualisations as required by management.
• Attend meetings, take notes, and track action items.
• Receive, categorise, prioritise and assign IT support requests to technicians.
• Monitor open tickets to ensure timely resolution and SLA adherence.
• Support a customer-centric approach with timely updates and post-resolution feedback.

Skills

Analytical thinking

Problem solving

Customer focus

Communication skills

ITSM proficiency

Microsoft Office

Tools

ITSM tools

Microsoft Office

Job description

School/Unit: IT Services

The role

Within the University our IT Services division is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University. As part of this journey, we are looking for a Service Desk Administrator who can manage and enhance service desk reporting capabilities through generating, analysing and preparing reports on service performance metrics, providing valuable insights into service desk operations, and supporting data driven decision-making processes across the organisation. The roles will act as a support the wider team to drive excellent levels of customer satisfaction by coordinating support activity and resources, overseeing the overall customer experience. This role will report to the Service Desk Team Leader – Digital Services.

What will you be doing?

• Maintain reports and dashboards to track service desk performance metrics, including ticket volumes, resolution times, customer satisfaction scores, and first-contact resolution rates.
• Act as a shared resource with End-User Services Support for Service Level Agreement (SLA) and Key Performance Indicator (KPI) reporting, collaborating closely to assist with the gathering and analysis of data to help build reports that accurately reflect service level achievements and areas for improvement.
• Analyse data from the IT Service Management (ITSM) tool to identify trends, patterns, and areas for improvement, and provide insights to management and stakeholders.
• Monitor the integrity and accuracy of data within the ITSM tool to ensure reliability and consistency in reporting.
• Create ad-hoc reports and data visualisations as requested by management or stakeholders.
• Stay informed about industry trends, best practices, and emerging technologies related to service desk reporting and analytics and recommend opportunities for innovation and optimisation.
• Attend meetings, actively participating in discussions, take notes and assist with the management of action items, ensuring tasks are documented, delegated, and followed up on to facilitate timely resolution.
• Receive, categorise, prioritise, and assign incoming IT support requests (incidents and service requests) to appropriate support technicians based on agreed processes, ensuring tickets are accurately documented with all necessary information.
• Monitor the progress of open tickets across IT Services to ensure timely resolution and adherence to SLAs and KPIs, collaborating with support technicians to facilitate ticket closure.
• Support a customer-centric approach by providing excellent service and timely updates to customers and undertake post-resolution surveys or feedback requests to assess customer satisfaction and gather insights for service improvement.

Additional information

• Solid analytical, problem-solving, and logical-thinking abilities applied in a support role.
• Customer-focused with good communication and interpersonal skills.
• Proficiency in using Microsoft Office, ITSM tools and knowledge base software.
• Ability to work collaboratively with team members to obtain progress updates, identify potential issues and escal…

Contract type: Open ended

Work pattern: 35 hours/week

Grade: E

Salary: £26,093 – £28,778 per annum

School/Unit: IT Services

Shift pattern: Monday - Friday

This advert will close at 23:59 UK time on Sunday 4 October

For informal queries please contact: Naeem Sheikh ([e-mail]) and Andy Sloper ([e-mail])

Our strategy and mission

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

Available documents

• SUPP113786-Service_Desk_Administrator-JD.pdf