Service Desk Analyst - Placement

University of Hull; Cottingham; On-site; GBP 27,000 - 29,000; Full time

Job summary

University of Hull is seeking a fixed-term Service Desk professional to provide 1st and 2nd line IT, Estates and Facilities support across campus and satellite sites. You will engage with staff, students and authorised visitors, resolving incidents and requests with a customer-focused approach.

The role requires on-campus work five days per week, with occasional flexible arrangements. You will contribute to service delivery, documentation, and support for new systems as part of the

Qualifications

• Provide IT support to staff and students.
• Excellent customer service and communication skills.
• Ability to work in a busy service desk environment.

Responsibilities

• Provide 1st and 2nd line IT, Estates and Facilities service desk support.
• Deliver high-quality, customer-focused support to staff, students and visitors.
• Prioritise and manage incidents and requests to resolution within SLAs.
• Create and distribute user guides and self-help materials.
• Support frontline Academic Service Centre and Estates Helpline during core hours.
• Assist with major incidents and contribute to continuous service improvement.

Job description

Salary Range: £26,707.00 - £28,778.00

We are committed to equality, diversity and inclusion, creating a community where colleagues feel respected and valued. We aim to reflect the diversity of our students and communities, and to strengthen our university through collaboration and diverse perspectives, across all roles at the University.

Specific Duties and Responsibilities of the post

This is a fixed-term position for 12 months and may also be suitable as a placement year opportunity for the right candidate.

The post holder will be a key member of the Infrastructure Services Service Desk team, providing high-quality support services across the University.

As this is a customer-facing role, the post holder will be expected to work on campus five days per week. There may be opportunities for occasional flexible working arrangements where these support specific activities and are agreed with the line manager.

The University also requires the post holder to provide support for a small number of events that take place outside normal business hours, as and when needed.

Working with the Service Desk Team Leader, Customer Service Advisors and other teams, they will deliver a high-quality, customer focussed resilient and responsive 1 st and 2 nd line IT, Estates and Facilities service desk function to staff, students, the University Customer Service Centre and authorised visitors. Support will be provided both in person on the University Campus and its satellite sites, by phone, and through digital communications and remote support tools.

The role holder will handle the prioritisation, classification, and resolution of multiple incidents and requests or provide escalation into 3rd line teams whilst maintaining ownership of communication and engagement with the customer through to resolution.

The role holder will assess each incoming Incident or request and use their own knowledge and skills to choose the most appropriate approach required to provide the user with timely resolution in line with agreed service levels.

The role holder will:

• Provide support to the frontline Academic Service Centre;
• Deliver excellent customer service through the provision of services that meet or exceed the expectations of staff, students and authorised visitors;
• Contribute to the continuous improvement in Service Desk effectiveness, impact and outcomes focusing on improving customer experience, perception, and satisfaction;
• Working alongside the Customer Service Advisors, contribute to the provision of the Estates Helpline, and a walk-up service desk during core hours of each working day.
• Manage incidents and service requests throughout their lifecycle.
• Produce support materials to help others learn and self-help;
• Provide early life support to new systems and services introduced by project teams;
• Support the Service Desk Team Leader and the Service Delivery Manager in the handling of major incidents;
• Occasionally represent the Service Desk or Infrastructure Services at appropriate events and meetings

The job duties and responsibilities listed below are intended to describe the general nature of the role. The duties and responsibilities and the balance between the elements in the role may change or vary over time depending on the specific needs at a specific point in time or due to changing needs in the department. Candidates should note that there may not be an immediate requirement to carry out all the activities listed below.

Overall Purpose of the Role

The role holder will:

• Provide IT support to staff, students and more senior colleagues.
• Practical working knowledge of the system/process/operating environment gained through formal instruction and/or experience.
• Specific responsibility for a clearly defined section or sub-section of work and will use initiative within the boundaries of the role in line with University policies and procedures.
• Use discretion to deal with non routine queries and/or issues but more complex situations will be referred to senior colleagues.
• Plan and prioritise own work and may be required to delegate work to others within agreed objectives.

Main Work Activities

Communication

• Explains IT procedures, technical processes, equipment and software operation to students, staff and visitors.
• Gives advice and guidance to staff and students on various IT related topics.
• Present information to staff and colleagues through Powerpoint presentations and/or practical demonstration.
• Creates technical instructions and user guides.

Teamwork

• Provides day-to-day support to other members of staff and members of staff new to the work area.
• Provides advice and guidance to the team pertaining to new initiatives/services and processes and procedures.

Liaising and Networking

• Liaises with staff and colleagues to maintain and implement existing services.
• Contacts external organisations.

Service Delivery

• Provides IT, computing and network and AV support to staff and students.
• Install, configure, maintain and support applications and systems software and associated peripheral equipment.

Planning and Organisation

• Plans and prioritises own work in order to meet deadlines.
• Checks and monitors equipment is in good working order and produce schedules to manage this.

Analysis/Reporting

• Fault diagnosis, test and maintain equipment
• Keep up to date with latest developments/software/equipment
• Analyses data, for example:
• Event logs
• Network traffic logs

Teaching and Learning Support

• May be required to instruct students and staff on the use or configuration of a range of software and IT/AV equipment.

Additionally the post holder will be required to:

• Fulfil the employees' duties described in the University's health and safety policies and cooperate with the health and safety arrangements in place within the department. May be required to undertake specific health and safety roles on request e.g. Display screen equipment assessor, departmental safety officer, fire warden
• Show a commitment to diversity, equal opportunities and anti-discriminatory practices This includes undertaking mandatory equality and diversity training
• Comply with University regulations, policies and procedures

Applications close at 00:01am of the closing date listed. We reserve the right to close this vacancy early if we receive sufficient applications.