Agency Brief
G3 Service Desk Analyst
Overview of the role / team
The Team
Our IT Support Team provide the University’s staff and students with critical support by telephone, in-person support desk and through our digital platform. We are a closeknit 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 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 who 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 involves primarily answering telephone calls as well as working on the In-Person IT Support Desk and dealing with self-logged tickets.
What are you looking for in terms of previous experience / skills
The Person
The successful candidate should:
- 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.
- Possess an aptitude to solve problems and think 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 are the 3 most important things that you will be and looking for on a CV / shortlisting on:
- 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.