Service Desk Analyst
1 week ago
Service Desk Analyst Join to apply for the Service Desk Analyst role at The University of Manchester. About IT Services IT Services at the University of Manchester is a vibrant and fast‑moving department. We focus on delivering excellent customer service and high‑quality services for staff, students and researchers. The Team Our IT Support Team provides the University’s staff and students with critical support by telephone, in‑person support desk and through our digital platforms. We are a close‑knit team that supports and learns from each other, putting the University’s values at the core of our work through empathy and genuine understanding of people’s needs. The Role As a Service Desk Analyst, you will be part of a dedicated team that makes technology less intimidating for colleagues and ensures IT enables the pursuit of knowledge. You will decide how best to resolve issues and fulfil people’s needs, support less experienced analysts, maintain the service desk queue, handle complex issues within SLAs, identify improvement opportunities and contribute to support documentation. Work will involve primarily answering calls, managing tickets and working on the in‑person desk. The Person Experience providing advanced first‑line and some second‑line support, handling complex issues and supporting less experienced analysts. Strong interpersonal skills: empathetic listening, identifying and validating customer needs. Experience with a range of technical service requests, including software and hardware issues. Familiarity with Service Level Agreements (SLAs) and performance monitoring. High attention to detail and quality standards. Effective communication in person, on phone, email and reports. Contributions to support documentation and maintaining standards. Aptitude for problem solving, quick thinking and seeking help when needed. Enjoyment of collaborative teamwork and knowledge sharing. Commitment to continuous improvement and process enhancement implementation. Passion for a diverse and inclusive environment aligning with university values. What Can You Expect In Return Generous annual leave allowance, including Christmas/New Year closure. Pension scheme membership. Well‑being programme with counselling, fitness and sports facilities. Learning and development opportunities. Season ticket loans for public transport. Cycle to Work Scheme. Workplace nursery scheme. Staff recognition schemes. Staff discounts on a range of products and services. Find out more about our organisation and values: IT Services: About us and ITS Practice Charter. Please ensure you reference the job description and person specification above when completing the additional information section of your application, as this will form an integral part of the shortlisting process. As an equal‑opportunity employer, we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit. Our University is positive about flexible working – you can find out more here. Blended working arrangements may be considered. We are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies. Enquiries Email: it.resource@manchester.ac.uk Seniority level Entry level Employment type Full-time Job function Information Technology Industry Higher Education #J-18808-Ljbffr
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