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SalaryWho are we?
As part of IT & Digital, the IT Service Desk acts as a first point of contact for IT-related queries from up to 45,000 students, staff, and guests at Manchester Met. The work we do has a direct impact on the experience of our students and colleagues, and so we are committed to providing a consistently excellent and efficient service, supporting the changing needs of our modern University.
The IT Service Desk has grown over recent years and is in an exciting position to help create the University of the future through co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation, and providing the insights to drive continuous improvement.
Who are we looking for?
We are looking for a tech savvy, customer excellence focused, confident, servant hearted Senior IT Service Desk Analyst to join our team, be the spearhead of our daily operations, supporting our Team Coordinators and our team of wonderful IT Service Desk Analysts.
Our ideal candidate is:
- compassionate, empathetic, a good listener who strives for perfection not only in themselves but inspires it in the team around them.
- someone who can communicate clearly and confidently at all levels, building positive relationships within our team and other teams across ITD and the wider university.
- has a good understanding of the IT Service Desk environment and is keen learn and to contribute to the ongoing development of our team inc knowledge, training, quality assurance, processes, and procedures.
- always puts the customer and the colleague before themselves, leading through example and fostering a positive and supportive environment.
What will you be doing?
As a Senior IT Service Desk Analyst, you will be the epitome of customer service excellence, providing a great service to our customers day to day and setting the bar for our Service Desk Analysts to aspire to. You will ensure we provide top of class 1st line support for our customers through a range of contact channels, including telephone, live chat, face-to-face, and our self-service portal. You will work alongside and support the Team Coordinators and the IT Service Desk Manager to:
- ensure the IT Service Desk always delivers the highest quality of service to the university by timely and accurate response and resolution to customers across all channels.
- provide comprehensive advice and ensure customer queries are resolved promptly or escalated to another support team where necessary.
- provide mentorship, guidance, and support to allocated IT Assistants and operationally across the team when appropriate.
- Assist in the delivery of training, quality assurance and knowledge creation and management on rotation basis or as directed.
Ultimately, you will be part of a wonderful team that is dedicated and passionate about providing positive experiences and outcomes to our student and staff colleagues. We want you to be just as enthusiastic about caring for our team.
What will you get from us?
- Industry beating holiday and benefits package.
- To be part of leading and developing a truly awesome team, in a supported and supportive environment, where you can grow and develop your natural talents while learning new ones at the same time.
- Bespoke training and advice on our HR systems and platforms to help you do your job to the highest standard.
- Coaching and mentoring in role from the IT Service Desk Manager
- Access to MMU hosted learning and development courses and LinkedIn learning portal.
So, if you are looking for an opportunity to gain experience on a busy and evolving IT Service Desk and share our ambition to provide a high-standard service to the people at Manchester Met, we would love to hear from you.
Manchester Met University is committed to creating an intentionally inclusive culture of belonging that promotes equity and celebrates diversity. We understand the importance of having a diverse workforce and the benefits it can bring to ensuring diversity of thought and innovation in everything we do. We, therefore, encourage applications from people from ethnic minority groups, disabled people and people who identify as LGBTQIA+.
