Service Desk Analyst

Opportunity Overview We are now looking for a Service Desk Analyst to act as first point of contact for all university stakeholders; a highly diverse range of customers including staff, students and associate members. We are interested in hearing from candidates who can demonstrate excellent customer service from a previous Service Desk environment. This is a fantastic opportunity to support high volumes of support queries and interpret our customers’ needs. So what will the role involve? Working on a busy Service Desk using a varied range of customer support methods including telephone, online chat and email Working with IT helpdesk case management tools Delivering against our Service Level Agreements and Key Performance Indicators Supporting technologies like Office 365 and Active Directory Working to ITIL best practices Contribute to our thinking and be challenging on how Salford can transform the way it addresses equity disparities, embraces diversity and becomes more inclusive A bit about our Digital IT team…. At the core, we provide IT services to the University’s students, academics, and professionals, but the reality is we do so much more than that!  We explore new technologies, we strive to innovate whilst all along, placing a strong focus around improving the customer experience. Our ambition is that Salford will become the destination of choice for students who will have exceptional levels of employability when they graduate. Our three pillars of Digital Strategy, Digital Delivery and Digital Service all work together as a key enabler for the University to achieve this.  We are currently looking for someone to join Digital Services.  As a team we are known for keeping the show on the road! We have a variety of expertise, including Desktop and Audio-Visual Services, Applications Support, Data Centre and Operations, Procurement and Asset Management as well as Technical Services for our student campus at MediaCityUK. What’s in it for you? With over 200 languages spoken across Greater Manchester, we want to create an inspirational, inclusive learning and working environment, celebrating the diversity of our University community in our everyday conversations.  Our student population is already incredibly diverse, and we want to ensure this is reflected across our colleague profile as well.  Some of the benefits working at Salford include: Competitive salary - and excellent pension scheme: 9% of your salary is paid into your pension by UoS, you can choose to pay more and UoS will match your extra contribution up to 4%. Generous annual leave - plus the option to buy additional days. Flexible working - we support a culture of flexible and hybrid working, subject to business requirements. Professional development - a comprehensive package of training and development opportunities to help you achieve your full potential. Wellbeing – your wellbeing is our priority. We have a wide range of dedicated services and facilities to support your mental and physical health.