Senior Service Desk Operator

3 weeks ago

University of Warwick, United Kingdom University of Warwick Full time

Full-time, permanent position. 36.5 hours per week.

The University of Warwick is one of the UK’s great success stories. In less than fifty years we’ve become one of the country’s best universities and can be consistently found in the top 10 of UK league tables and rapidly climbing the international rankings of world-class universities.

We have an exciting future ahead and if you have the enthusiasm and ambition to help us realise it, we would love for you to be part of it.

In this role you will play an important part in caring for our 290-hectare campus, making it a great place to learn, live, work and visit.

You will be passionate about delivering excellent service to our customers and leading a team to operate a busy Estates Service Desk. We are looking for a knowledgeable and friendly team player to join our team.

We offer excellent working conditions, training, all necessary PPE equipment, generous annual leave, pension scheme, childcare vouchers and use of the university’s leisure and cultural facilities.

Upon completion of an induction and training period, hybrid working is available.

We also have a 12 month fixed term contract opportunity available from 7th August 2023 - 5th August 2024 - details to be discussed at interview.

Interview Date: TBC.

**JOB PURPOSE**

To deliver a customer focused Service Desk for the students, staff and visitors to the University of Warwick by ensuring all maintenance requests are logged, collated and assessed for hazards from internal and external customers.

A key function of this role is to ensure customer enquiries are responded to in a timely and professional manner and to resolve any issues that occur to ensure customer satisfaction by liaising with both inhouse and third-party contactors to reported faults across campus. Customer feedback should be proactively encouraged and utilised to drive improvement opportunities within the Service Desk team and wider teams within Estates.

To support the technical aspects of the Service Desk function by producing detailed reports and analysis to key stakeholders and customers for the opportunity to review works logged, completed and the timescales involved.

**DUTIES AND RESPONSIBILITIES**

2. To assist in developing and updating the Service Desk software to ensure it is suitable for use by customers and technical staff. Ensure the information held on shared systems is correct and regularly updated.

3. To track and generate orders using the SAP (System Application and Products) and Quantarc (back office) systems, for each reactive maintenance request, containing all relevant information, including known hazards, and issue to the Maintenance Supervisors in a timely manner and on a priority basis.

4. To use daily, weekly, monthly, quarterly and annual reports to produce detailed analysis of works and produce additional reports as required about maintenance orders stored on SAP and Quantarc.

5. To proactively monitor outstanding works and update customers accordingly after liaising with the relevant Trade Supervisor.

6. To be responsible for identifying requests that require urgent or emergency action and to contact the relevant Trade Supervisor and Senior Manager quickly. For campus wide emergencies act as a key communicator by sharing information in a clear and calm manner in line with business response protocols.

7. To be in regular communication with the Zone Managers and Trade Supervisors via telephone and radio to ensure emergency and urgent works are carried out quickly and for status updates.

8. To identify any maintenance issues which cannot be repaired by internal trade teams (glazing/pest control/etc.) and liaise with the appropriate colleague within Estates for resolution.

9. To retrospectively create reactive maintenance orders for out of hours requests and amend timesheets on the Quantarc system as required.

For further information about the University of Warwick, please read our University Further Particulars.

For further information about the department, please visit the departmental website.

Warwick is committed to building an organisation of mutual respect and dignity, promoting a welcoming, diverse, and inclusive working and learning environment. We recognise that everyone is different in a variety of visible and non-visible ways, and that those differences are to be recognised, respected, and valued. Where possible, we go beyond legislation to provide a place where everyone can thrive, supporting all staff to achieve their full potential. We aspire to remove economic, social and cultural barriers that may otherwise prevent people from succeeding.

The University of Warwick holds an Athena SWAN Silver award; a national initiative to promote gender equality for all staff and students. Further information about the work of the University in relation to Athena SWAN can be found at the following link: Athena Swan (warwick.ac.uk)

The University of Warwick is one of the six founder insti

  • Service Desk Operator

    2 weeks ago

    University of Warwick, United Kingdom University of Warwick Full time

    Permanent position, 36.5 hours per week. The University of Warwick is one of the UK’s great success stories. In less than fifty years we have become one of the country’s best universities and can be consistently found in the top 10 of UK league tables and rapidly climbing the international rankings of world-class universities. We have an exciting...

  • Service Desk Supervisor

    2 months ago

    University of Warwick, United Kingdom University of Warwick Full time

    Permanent position, 36.5 hours per week. The University of Warwick is one of the UK’s great success stories. In less than fifty years we’ve become one of the country’s best universities and can be consistently found in the top 10 of UK league tables and rapidly climbing the international rankings of world-class universities. We have an exciting...

  • Ict Service Desk Operative

    2 months ago

    Warwick, United Kingdom Innovate Healthcare Services Full time

    To provide instruction and advice to systems users via the telephone and remote support software to encourage self-help and minimise the reoccurrence of service desk incidents. To ensure that all incidents raise via the ICT service desk system are accurately and clearly recorded. To triage, categorise and prioritise all incidents presented via the employee...

  • IT Service Desk

    5 days ago

    Warwick, United Kingdom British Pregnancy Advisory Service Full time

    **Are you a First Line Support Desk Analyst with good knowledge of MS Office 10 and 365?** **Would you like a hybrid working arrangement working from home as well as the office?** We are looking for a Support Desk Analyst to join our IT team at BPAS to provide first line IT support for all BPAS users and to maintain systems and processes to contribute to...

  • IT Service Desk

    1 week ago

    Warwick, United Kingdom British Pregnancy Advisory Service Full time

    **Are you a First Line Support Desk Analyst with good knowledge of MS Office 10 and 365?** **Would you like a hybrid working arrangement working from home as well as the office?** We are looking for a Support Desk Analyst to join our IT team at BPAS to provide first line IT support for all BPAS users and to maintain systems and processes to contribute to...

  • Service Desk Analyst

    2 weeks ago

    Warwick, United Kingdom Pertemps Harrow Full time

    Service Desk Analyst - Remote £16 - £18 per hour The Service Desk Analyst role will support the Field Force Helpdesk for one of the UK's leading utility companies. The Field Force Helpdesk is a fully technical Service Desk dealing with end-to-end IT support for all users within the company. The day-to-day role will include activities such as answering...

  • Service Desk Operative

    4 weeks ago

    City of London, United Kingdom Impellam Group Full time

    Are you an experienced Service Desk professional with active DV clearance looking for a new role? We are partnered with a government organisation looking for a Service Desk Engineer on a long term contract to join our government client in Central London This role would be based full time on site in Central London, with no WFH ExperienceExperience supporting...

  • Service Desk Manager

    3 weeks ago

    City of London, United Kingdom i3 Resourcing Limited Full time

    **Service Desk Manager** **Permanent** **City of London** **TOP TIER INSURANCE COMPANY** **£65,000 - £75,000 + bonus + benefits** To work for a leading, global, financial services company based in the City of London office. Reporting into the Global Service Desk Manager. MUST HAVE MANAGEMENT EXPERIENCE. 5 working days in the office. **Key elements...

  • Service Desk Manager

    2 months ago

    City of London, United Kingdom Understanding Recruitment Full time

    **Service Desk Manager** A brand new and exciting role has just arisen for an experienced Service Desk Manager to join a leading charity based in Aldgate, Central London. As the Service Desk Manager you will have experience of working in an ITIL environment while also being ableto lead a team of Service Desk professionals. This is a great chance for someone...

  • Service Desk Manager

    2 weeks ago

    City of London, United Kingdom Understanding Recruitment Full time

    **Service Desk Manager** A brand new and exciting role has just arisen for an experienced Service Desk Manager to join a leading charity based in Aldgate, Central London. As the Service Desk Manager you will have experience of working in an ITIL environment while also being ableto lead a team of Service Desk professionals. This is a great chance for someone...

  • Service Desk Operative

    4 weeks ago

    london (city of london), United Kingdom Impellam Group Full time

    Are you an experienced Service Desk professional with active DV clearance looking for a new role? We are partnered with a government organisation looking for a Service Desk Engineer on a long term contract to join our government client in Central London This role would be based full time on site in Central London, with no WFH ExperienceExperience supporting...

  • Service Desk Manager

    3 weeks ago

    City of London, Greater London, United Kingdom La Fosse Full time €450

    Reporting to the Head of Tech, your role you will be responsible for the operation and delivery of the organisations IT support and monitoring solutions, ensuring a high-quality support experience to the workforce, and providing efficient and effective solutions to enable the daily functions and technical operations of the business. Please make an...

  • Service Desk Operative

    4 weeks ago

    City of London, Greater London, United Kingdom Impellam Group Full time

    Are you an experienced Service Desk professional with active DV clearance looking for a new role? We are partnered with a government organisation looking for a Service Desk Engineer on a long term contract to join our government client in Central London The experience expected from applicants, as well as additional skills and qualifications needed for this...

  • Service Desk Operative

    4 weeks ago

    City of London, Greater London, United Kingdom Impellam Group Full time

    Are you an experienced Service Desk professional with active DV clearance looking for a new role? We are partnered with a government organisation looking for a Service Desk Engineer on a long term contract to join our government client in Central London The experience expected from applicants, as well as additional skills and qualifications needed for this...

  • Service Desk Operative

    1 month ago

    City of London, Greater London, United Kingdom Impellam Group Full time

    Job Description Are you an experienced Service Desk professional with active DV clearance looking for a new role? We are partnered with a government organisation looking for a Service Desk Engineer on a long term contract to join our government client in Central London This role would be based full time on site in Central London, with no WFH Experience ...

  • Service Desk Analyst

    1 month ago

    Warwick, Warwickshire, United Kingdom Adria Solutions Ltd. Full time

    Service Desk Analyst Are you a talented IT professional looking for a thrilling opportunity to showcase your skills? We are thrilled to present an exclusive opening for a Service Desk Analyst at a prestigious brand. Working Hours: Monday to Thursday, 14:00 - 01:00 The Role: As a Service Desk Analyst, you will play a pivotal role in supporting our...

  • Head of Service Desk

    2 months ago

    City of London, United Kingdom Computappoint Full time

    **Head of Service Desk Propositions** Hybrid - Flexible Working. Occasional onsite visits to various South England offices. Salary Range: £70,000-£90,000 (negotiable) The Brief: A large global Managed Service provider are looking for a Head of Service Desk who will be responsible for the operational running of Service Desk as a service contract and...

  • Service Desk Manager

    3 weeks ago

    City of London, Greater London, United Kingdom La Fosse Full time €450

    Reporting to the Head of Tech, your role you will be responsible for the operation and delivery of the organisations IT support and monitoring solutions, ensuring a high-quality support experience to the workforce, and providing efficient and effective solutions to enable the daily functions and technical operations of the business. You will provide...

  • Senior Service Desk Engineer

    3 weeks ago

    City of London, Greater London, United Kingdom iO Associates - UKEU Full time

    Senior Service Desk Engineer Apply below after reading through all the details and supporting information regarding this job opportunity. Hybrid working London The Opportunity Working within a financial services company as a senior service desk engineer, carrying out the day-to-day IT support and focusing on larger projects as the business moves the IT...

  • Service Desk Manager

    3 weeks ago

    City of London, Greater London, United Kingdom Lyon Tech Full time

    LYON is a managed IT services provider to the creative sector based in Old Street and currently serving over 5000 users and 100+ companies. We are a dynamic and fast-growing company that truly values and is reliant upon our people, culture and our commitment to excellence. Please read the information in this job post thoroughly to understand exactly what is...