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Senior Service Desk Analyst

University of Sheffield
Closing date
23 May 2022

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Technology & New Media
Contract Type
Full Time
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Are you interested in working for a world top 100 University?

Come and be part of an innovative and influential University department delivering excellent IT and business services to a leading Russell Group institution. With a reputation for engaging staff and students in partnership to deliver services, for three years running UK students have voted us best for IT support. We are committed to delivering and supporting excellent customer focussed services and to do this we need to recruit the best staff, invested in higher education and dedicated to supporting sector leading learning, teaching and research.

We have an exciting opportunity in IT Services for a Senior Service Desk Analyst. You will join an established and dynamic team to deliver excellent customer focused, IT support and advice to all customers of the University IT facilities to maintain a service first culture.

The role includes:
  • Providing excellent 1st line IT support via the Service Desk contact channels - phone, self service, in person, Live Chat
  • Delivering effective and efficient solutions by diagnosing and solving IT faults, liaising and escalating to 2nd and 3rd line teams
  • Acting a team leader for 50% of the Service Desk Team
  • Performing Service Desk Lead duties to coordinate responses to Major incidents and IT security issues
  • Contributing to service improvement
  • Working closely with the Service Desk Manager to maintain high service quality and delivery
  • Assisting in the maintenance of the IT Support Services rota

We are looking for someone who:
  • Holds a recognised industry qualification or three years equivalent experience in an IT related environment
  • Has proven experience in an IT customer service environment and possesses a good understanding of IT operating systems, hardware and software.
  • Possesses exceptional customer service skills
  • Has the ability to communicate complex ideas to non-technical staff
  • Possesses excellent written skills
  • Has experience of leading and motivating a team, providing training and coaching, development or individual performance reviews
  • Is a team player who can support team members and act as a trusted and reliable colleague, through positive motivation and influence
  • Has the ability to work independently using your own initiative to find solutions
  • Is looking to further develop their career in Service Desk support by gaining experience in team leading and management

Were one of the best not-for-profit organisations to work for in the UK. The Universitys Total Reward Package includes a competitive salary, a generous Pension Scheme and annual leave entitlement, as well as access to a range of learning and development courses to support your personal and professional development.

We build teams of people from different heritages and lifestyles whose talent and contributions complement each other to greatest effect. We believe diversity in all its forms delivers greater impact through research, teaching and student experience.
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