Service Desk Operations Specialist

1 week ago

London, Greater London, United Kingdom University of Bristol Full time
Job Summary

The University of Bristol is seeking a highly skilled Service Desk Administrator to join our IT Services division. As part of our exciting journey to provide globally accessible technical services and digital solutions, this role will play a crucial part in enhancing service desk reporting capabilities.

The successful candidate will be responsible for managing and analysing service performance metrics, providing valuable insights into service desk operations, and supporting data-driven decision making processes across the organisation.

This role will act as a support to the wider team, driving excellent levels of customer satisfaction by coordinating support activity and resources, and overseeing the overall customer experience.

Key Responsibilities

  • Maintain reports and dashboards to track service desk performance metrics, including ticket volumes, resolution times, customer satisfaction scores, and first-contact resolution rates.
  • Collaborate with End-User Services Support to gather and analyse data for SLA and KPI reporting.
  • Analyse data from the IT Service Management tool to identify trends, patterns, and areas for improvement, and provide insights to management and stakeholders.
  • Monitor the integrity and accuracy of data within the ITSM tool to ensure reliability and consistency in reporting.
  • Create ad-hoc reports and data visualisations as requested by management or stakeholders.
  • Stay informed about industry trends, best practices, and emerging technologies related to service desk reporting and analytics.
  • Attend meetings, actively participating in discussions, and assist with the management of action items.
  • Receive, categorise, prioritise, and assign incoming IT support requests to appropriate support technicians.
  • Monitor the progress of open tickets across IT Services to ensure timely resolution and adherence to SLAs and KPIs.
  • Support a customer-centric approach by providing excellent service and timely updates to customers.
  • Identify opportunities for continuing personal development and remain up to date with the latest advancements in digital technology and industry best practices.

Requirements

  • Solid analytical, problem-solving, and logical-thinking abilities applied in a support role.
  • Customer-focused with good communication and interpersonal skills.
  • Proficiency in using Microsoft Office, ITSM tools, and knowledge base software.
  • Ability to work collaboratively with team members to obtain progress updates and identify potential issues.

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