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:

1. Previous relevant work experience as a Service Desk Analyst.
2. Customer Service Techniques: Techniques for identifying, gathering and validating customer needs in the delivery of IT services.
3. Teamwork: collaborating as part of a group to achieve a common goal or to complete a task in the most effective and efficient way.

JOB DESCRIPTION

Main Duties & Responsibilities of the role:

• Assist the Director of Digital and Technical Services with the strategic planning of change programmes and projects to support the achievement of the University’s strategic priorities.
• Have overall responsibility for designing, implementing and maintaining an annual planning cycle and a project portfolio management framework, within which all new change projects can be appraised, monitored and reviewed throughout their lifecycle to support the maintenance of the Directorate’s Service Catalogue.
• Be responsible for the DTS project portfolio and oversee the process of project identification, prioritisation, approval and initiation, ensuring that all projects fit within the strategy of the Directorate and wider University.
• Have overall responsibility for the Directorate’s change function working in concert with University’s change boards and other project boards to ensure that all changes are appropriately appraised and approved.
• Be accountable for the management of projects within the DTS programme of work, working closely with the Infrastructure and Systems Manager, stakeholders and suppliers, to ensure that they are delivered on time, to budget and meet the agreed quality criteria.
• Maintain and report on a balanced plan for the delivery of the DTS project portfolio, which includes the project delivery schedule, resourcing plan and budget, and takes into account the strategic fit and risks.
• Manage the business partner function to provide a strategic interface between DTS and University departments for the purpose of business technology strategy development, solution discovery, service improvement, risk management and relationship management.
• Oversee the development of policies and processes for managing change and project delivery to ensure that projects are scoped, planned, initiated and delivered effectively.
• Support the delivery of projects by providing specialist advice and guidance regarding digital project management, governance and benefits realisation.
• Co-ordinate the work of multi-skilled virtual teams across the different technical teams and manage the technical resources to deliver projects on time and within budget.
• Work closely with other members of the DTS Directorate Leadership Team to manage the budget, seeking service efficiencies and performance improvements wherever possible.
• Play a key role in the DTS Directorate’s incident management process, deputising for the Director of Digital and Technical Services in a major incident or crisis situation as necessary.
• Comply with relevant legislative and other requirements (e.g., the Data Protection Act 2018 and GDPR; Health and Safety; UKVI; and Equality and Diversity) in all working practices.
• Perform such other duties temporarily or on a continuing basis, as may reasonably be required.

• Fulfil Line management responsibilities including recruitment and selection, performance management, professional development, motivation, health & safety and wellbeing.
• Perform supervisory duties including motivating and supporting team members, giving direction and feedback and ensuring adequate staffing cover. 

PERSON SPECIFICATION – Essential Criteria Only

A = Application T = Test I = Interview   

Behavioural INDICATORS

The BNU Behaviours Framework (BBF) is a framework for all University staff that sets out the key behaviours that exemplify the DRIVE values and ethos of the University. The nine categories provide a clear steer on behavioural expectations that will help support a step change in the performance and culture of the University. The three key behavioural indicators for this post are as follows: