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Norman Service Desk Analyst
2 months ago
We have the opportunity for someone exceptional to join our out of hours IT Service desk, offering 1st line support via a range of channels.
This role is initially for 6 months with the potential to extend.
Duties and Responsibilities include -
- Recording all customer enquiries and requests, following predefined processes, troubleshooting problems using technical knowledge, accurately documenting actions and recording solution.
- Resolving enquiries at initial point of contact.
- Provide an exceptional level of customer service through clear and concise communication, demonstrating proposed solutions and next action.
Further information is available in the job description .
About You
Are you an experienced, enthusiastic, proactive team player with excellent customer service skills?
Come and join the Norman Team, part of IT Services at the University of the Year winners 2022
We are at the forefront of supporting UK University students in an IT support environment and are seeking people who have a passion to deliver an outstanding customer experience. When you join our team, you will be fully trained to develop your career in a supportive friendly environment. Our team mainly work in the evenings and weekends and after your initial training we support a flexible home/office working arrangement.
If you are ready to engage with new systems/services, want to develop your professional skills and join our vibrant and dynamic team then we want to hear from you.
To be successful in this role you will need excellent customer service skills with a strong knowledge of IT, operating systems and commonly used applications, similar experience in a IT support role is desirable although not essential.
Further information is available in the Person Specification
About the Team
Norman Managed Services works with organisations of all sizes, augmenting service desk and support teams to provide 24/7/365 seamless customer focused service; across voice, chat and email. Part of Northumbria University and with over 15 years experience Norman is an established higher education IT support specialist; by the sector, for the sector
The role of Service Desk Analyst is a member of a busy team providing out-of-hours first line support to staff and students from Northumbria and other institutions that subscribe to the Norman Helpline service.
The successful candidate will work Full time, five days per week evenings and weekends
If you require any further information about the role please contact Operations Manager Amanda Fraser - Amanda2.Fraser@northumbria.ac.uk .
ABOUT US
At Northumbria, we embrace tomorrow. We pursue new thinking, forge new partnerships, create, and exchange new knowledge, and find new solutions. Our inspirational academics, partners and students work together to tackle tomorrow's challenges head on. We are ready for the future whatever it may hold.
Ranked in the UK top 50 (Guardian University League Table 2022 and Complete University Guide 2023), Northumbria University is a research-intensive modern university with a global reputation for academic excellence. Northumbria recorded the biggest rise of any UK university for research power in the Research Excellence Framework for the second time in 2021 and is now rated within the top 25 in the UK.
One of the largest universities in the UK with over 37,000 students from 137 countries, filled with world-leading research, award-winning partnerships, and students at the heart of an outstanding experience, Northumbria is a new kind of excellent university. Discover more about us .
Northumbria University is a great place to work. We empower our exceptional people to achieve shared ambitions and promote a positive work life balance. To say thank you, we offer a wide range of benefits including excellent pension schemes, flexible working, a generous holiday entitlement, continued commitment to your learning and development and more .
We are an on-campus organisation where colleagues work regular patterns of hours and on campus, with some flexibility on the timing of their hours and the location of their work in discussion with their manager.
Northumbria University is committed to creating an inclusive culture where we take pride in, and value, the diversity of our staff. We encourage and welcome applications from all members of the community. The University holds a bronze Athena Swan award in recognition of our commitment to advancing gender equality, we are a Disability Confident Employer, a member of the Race Equality Charter and are participating in the Stonewall Diversity Champion Programme.
The University has implemented a range of flexible working arrangements, and we are happy to explore candidate requirements as part of the recruitment process.
We are committed to keeping your data safe so it's important for you to know how we use any personal data you give us. For more detailed information, access our Privacy Policy .The Norman Service Desk is staffed by experienced IT analysts who can quickly resolve issues with a particular focus on customer care. All of our staff are recruited for both their technical ability and customer service skills - with regular internal upskilling and training to ensure our analysts remain agile in an ever changing digital landscape.
