Service Desk Analyst

De Montfort University; Italia; In loco; EUR 27.000 - 37.000; Tempo pieno

Vantaggi offerti da questo lavoro

22 giorni di ferie + festivi

Accesso a supporto benessere

Pensione del governo locale

Opportunità di formazione e sviluppo

Ambiente universitario inclusivo

Descrizione del lavoro

De Montfort University cerca un Service Desk Analyst esperto per fornire supporto IT di prima linea a staff e studenti, gestendo richieste telefoniche e via email, rispettando SLA e standard di qualità. Farà parte del team Digital & Technology Services a Leicester; sono richieste buone capacità di comunicazione, lavoro di squadra e attenzione al dettaglio.

Offriamo formazione continua e un pacchetto di benefit inclusivo.

Competenze

• Esperienza nel supporto IT di frontline/ Service Desk.
• Capacità di gestire telefonate ed interazioni faccia a faccia con i clienti.
• Buone competenze comunicative e organizzative.

Mansioni

• Fornire supporto IT di prima linea a staff e studenti.
• Gestire telefonate ed email entro SLA concordati e risolvere richieste.
• Collegare problemi complessi ai livelli successivi quando necessario.

Conoscenze

Technical Support

Troubleshooting

Communication

Collaborative

Customer Service

Time Management

IT Proficiency

Problem Solving

Teamwork

Listening Skills

Decision-Making

Descrizione del lavoro

Service Desk Analyst

Descrizione Lavoro - Service Desk Analyst

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 issues 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.

Contact

For more information about this role, please contact Manpreet Dhillon - [e-mail]

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

Informazioni sull'azienda

De Montfort University

De Montfort University in Leicester, UK offers a range of undergraduate, postgraduate and research courses. View our degrees or book an Open Day online.