Service Desk Officer
3 days ago
Following a realignment of the way in which we deliver Information Services to Wrexham University's students and staff, an exciting opportunity has arisen for a Service Desk Officer.
The Information Services Directorate provides Digital Developments & Solutions, IT Infrastructure and Cyber Security, and Service Delivery to provide high quality and sustainable platforms, solutions, learning skills and library facilities that support, enable and enhance the student and staff experience. This is all achieved by embedding the University's values of being accessible, supportive, innovative, and ambitious in all that we do.
The Service Desk is the first stop shop for WGU Students and Staff on all aspects of Information Services (IT, Library, Academic Skills and Digital Learning). The Service Desk’s role is to enrich the user experience by providing fast and accurate information, advice and appointments in a friendly, welcoming and accessible environment where users can feel at ease and well supported. The post holder’s main responsibility is to manage and coordinate the delivery of a professional and effective Service Desk for users and to be responsible for the University’s ITIL Incident and Service Request processes.
Reporting to the Service Delivery Manager / University Librarian, the post holder will be responsible for the day-to-day management of the Service Desk Team, ensuring that the team plays a pivotal role in enhancing the customer experience.
The post holder will also be part of the Service Delivery Management Team and will be expected to contribute to departmental and organisation wide strategic developments, projects and initiatives, working collaboratively with colleagues from across the Information Services Directorate and the wider University community.
You will have excellent customer service and communication skills. Excellent IT skills, including advanced familiarity with Microsoft 365 (including Teams, SharePoint, Forms, Outlook, Office, and others), web browsers, and mobile technologies (including iOS and Android operating systems). The ability to communicate in Welsh is desirable, however, not essential.
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