Service Management Advisor

2 weeks ago

Cardiff, United Kingdom Cardiff University Full time

**Advert**

**Service Management Advisor - Service Desk**

Within University IT, the Service & Operations Group is responsible for the day to day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT service desk, incident & problem management, change, configuration & release management, service delivery and data centre operations.
- As part of the professional service desk team you will provide a highly friendly and customer focused face to the services offered by University IT. You will act as the first point of contact for all IT issues, including fault reporting and first line problem resolution, customer service and communication. You will work on customer experience and continual service improvement relating to IT security within the Service Desk processes.

You will be dedicated to the provision of efficient, effective and quality driven customer support services to staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University.

This post is full-time and open ended.

**Salary**: £26,444 - £29,605 per annum (Grade 4)

**Opening Date: 23 August 2023**
**Closing Date: 6 September 2023**

**Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.**

The post holder will:

- Under direction contribute to the diagnosis and options for resolution of medium complexity hardware and software incidents, adhering to defined procedures, resolving incidents at first point of contact where possible.
- Follow, convey and where necessary explain documented procedures and processes for commonly requested IT services.
- Carry out a range of documented routine tasks and maintenance of appropriate records, including responding to general enquiries about any of the services offered by University IT.
- Identify, log and categorise all requests for service, and close records when resolved according to defined policies and procedures.
- Identify opportunities for improvement through delivery of your role, generating proposals for consideration.
- Follow documented process and under direction, ensure the timely progression and regular updates of a queue of service tickets.
- Provide regularly and timely management information, recognising and interpreting trends, for use in Service Performance Management and proactive management of service tickets.
- Carry out tasks according to priority, keeping users informed of progress and monitoring resolution activity to achieve agreed levels of service.
- Respond to enquiries or requests for service from users, and deal effectively with enquires or requests of medium complexity, recognising when to escalate with appropriate dissemination of information for continued action towards resolution.
- Understand and explore customer needs, adapting the service provision accordingly.
- Effectively communicate information verbally and in writing at the appropriate level.
- Create and maintain support documentation ensuring processes and procedures for supported services are available and in an appropriate format for those providing support.
- Work effectively as part of a team, agreeing objectives, mentoring and motivating, and building relationships with members of University IT to ensure high quality services are provided at the required point of contact according to business needs.
- Participate in any projects appropriate to grade and/or skill set.
- Have or be prepared to develop an appropriate knowledge/skill level in the current technologies in use and to develop an appropriate knowledge/skill level in any new service introduced by University IT.
- Carry out some duties associated with a more senior role for developmental purposes or for a more junior role for operational reasons.
- Perform other duties occasionally which are not included above, but which will be consistent with the role.
- Standard Expectations
- As an employee of Cardiff University the post holder will:

- Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate.
- Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University’s Safety, Health and En

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