Service Desk Analyst

3 days ago

Leicester, United Kingdom De Montfort University Leicester Full time

Join De Montfort University (DMU) in Leicester as a full time Service Desk Analyst. Under the leadership of its Vice-Chancellor, Professor Katie Normington DMU is embarking on a mission to empower its student and staff communities in its delivery of an excellentstudent experience and the creation of a fairer society.
DMU is an ambitious, globally minded and culturally rich university with a strong commitment to the public good. We strive to maintain a stimulating and inclusive environment that champions difference and celebrates success.

This role will start ASAP with a proposed end date of 31/10/22
The working hours are with a 1 hour lunch break:
Monday 08:45 - 17:00
Tuesday 08:45 - 17:15
Wednesday 08:45 - 17:15
Thursday 08:45 - 17:15
Friday 08:45 - 17:00
You will be required to provide an effective, high quality, responsive and professional first line IT telephony and counter based Customer Service to staff and students in the University.

Duties and responsibilities

1. To act as the main point of contact for University Staff and Students alike handling their IT Incidents and Service Requests.
2. Responsible for the monitoring and escalation of Incidents and Requests allocated to the Service Desk Team which are in danger of breaching formal service levels. Escalating issues to Line Managers of other teams at appropriate stages where breaches of formalservice levels occur (and are being chased by users for timely resolution).
3. To contribute to the building of a strong and effective customer centric team, that reflects the University’s values, motivates others, promotes performance improvement, focusses on an improved user experience and enables ITMS to deliver customer serviceexcellence. To act as governance over the quality of data and information stored in respect of Incidents, Requests and Knowledge Solutions within the Service Management Tool and escalate data quality issues to other Team Leaders and Managers in ITMS if andwhen required.
4. Work with our chosen 3rd party support partners in enabling the quality capture, management, closure or transfer of any Incidents or Requests which are captured either outside of normal service hours or during any peak periods we may reasonably require theirsupport, ensuring an effective service provision.
5. To represent the Service Desk, supporting the Customer Services Manager during P1 level Major Incidents, ensuring effective and appropriate escalation, internal communication and participation in Post-Incident Reviews.
6. To take responsibility for ensuring that any complaints are recorded and investigated as defined by the ITMS Complaints Process in line with the appropriate Service Levels, in order to drive improved Customer Satisfaction.
7. Assisting in the delivery of any agreed Service Levels relating to the Service Desk and the First Line Service.
8. To assist in the development of a culture based on Continual Service Improvement.
9. Ensure compliance with the University’s standards for information systems, security, technology and health & safety, in line with the relevant legislation and audit requirements.
10. Remain innovative and stay abreast of technological developments in the market place.
11. Represent ITMS and the University on internal and external groups if required.
12. Perform any other duties commensurate with the job grade as reasonably required from time to time.

Skills and experience

Skills Required
- A-Levels or equivalent vocational education
- Strong problem solving & analytical skills
- Good technical knowledge of systems, software and peripherals
- Excellent interpersonal, verbal and written communication skills
- Ability to follow technical procedures
- Team working and strong organisational skills.
- An appreciation of IT and AV support requirements in an HE setting, especially with large number of technology labs for students
- Demonstrable experience of providing first line IT customer service
- Experience of providing front-line IT service in large organisations
- Excellent customer service skills, ensuring a consistently high standard of service
- Experience of achieving multiple Service Level Targets
- Able to work to tight timescales and deal with users who have differing priorities
- Ability to remain calm and motivated under pressure
- Commitment to equality and diversity
- Sympathetic to and supportive of the culture of an academic organisation

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