Service Desk Analyst

JR United Kingdom; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a large educational institution in Manchester as a Service Desk Analyst! In this vital role, you will support staff and students by resolving IT issues through calls and in-person interactions. This position offers a collaborative environment where your contributions will enhance the learning experience for many. If you are passionate about technology and customer service, this is an excellent opportunity to make a difference while working with a dedicated team. Embrace the chance to grow in a diverse and inclusive setting, where your skills will be valued and developed.

Qualifications

• Previous experience as a Service Desk Analyst is essential.
• Strong communication skills and teamwork are critical for success.

Responsibilities

• Handle a queue of customer calls and tickets effectively.
• Provide in-person support and manage self-logged tickets.

Skills

Customer Service Techniques

Teamwork

Problem Solving

Effective Communication

Attention to Detail

Desktop Software Proficiency

Job description

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Your new company
Opportunity to join a large educational institution in Manchester.
The IT team supports staff and students with critical support by telephone, in-person support desk and through their digital platform.
Your new role
As a Service Desk Analyst, you will be 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 that makes technology less intimidating for our colleagues and ensures that IT continues to enable the pursuit of knowledge and learning. The work is varied throughout the year and primarily involves answering telephone calls as well as working at the In-Person IT Support Desk and dealing with self-logged tickets.
What you'll need to succeed
Previous relevant work experience as a Service Desk Analyst.
Customer Service Techniques: Techniques for identifying, gathering and validating customer needs in the delivery of IT services.
Teamwork: collaborating as part of a group to achieve a common goal or to complete a task in the most effective and efficient way.
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, and via emails.
Possesses an aptitude for solving problems and thinking on their feet but is also not afraid to ask for help to decide on the best course of action.
Enjoy being part of a collaborative team where work and knowledge are shared, and everyone supports each other.
Be passionate about working in a diverse and inclusive environment where our values inform decisions and behaviours.
What you'll get in return
Service Desk Analyst - 3-month contract - 5 days p/w onsite Manchester
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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