Service Desk Analyst

About The Job
Interview Date: Week commencing 29 January 2024
The University of Northampton is seeking a motivated, personable and customer focussed Service Desk Analyst to join our first line support team. As a key member of the IT Services Customer Team, the Service Desk Analyst is the first point of contact for all IT support related issues. You will be part of a larger IT Department that covers Operations, Project Management, Infrastructure and Applications. You will provide technology related assistance and facilitate resolution of incidents and requests for both students and staff, either face to face, through self-service or via the telephone.
This is an onsite post, the Service Desk offer support on a shift basis to the whole of the university community. Working either on phone support, the Service Desk front line service or in classroom support.
Opening hours for the Service Desk are between 8.30am and 5pm Monday to Friday, with a rota for weekend cover at one site.
About You
Skills:
Experience of ITIL and service operation processes
Experience of supporting a range of operating systems including Windows, Apple, Non-Wintel, and basic networking hardware/systems
Experience of Service Desk Tooling (for example, Ivanti, Halo or Service Now)
Experience of working within a customer service / IT Service desk team environment
Experience of working to service level agreements for service-related incidents and requests
Personal Qualities
Ability to adapt to organisational change
Ability to adapt to technological advances in the workplace
Demonstrates excellent interpersonal skills with peers and stakeholders
Self-motivated an able to work on own initiative
Demonstrates excellent customer service skills to a range of customers
Good communication and presentation skills
Demonstrates ability to work collaboratively
Enthusiasm to work within the IT field
Qualifications
Essential:
Educated to GCSE level or equivalent
Desirable:
ITIL Foundation
ITIL Service Operation
IT Services
The IT Services department comprises 75 staff, divided into 5 teams, and runs the information and technology services of the university. The teams include
Customer Services and Support
Technology Operations
Application Services
Cyber Security
Change and Relationship Management
About Us
Come to the University of Northampton and you will see that we do things a bit differently.
We are one of the youngest universities in the UK, but we are already leading the way in adding value to society, which we call social impact. We have won multiple awards for our work in this area, among others, but what matters the most to us is ensuring that our students and graduates have the opportunity to make their mark on the world too. That’s why we were the first university in the UK to be named as a Changemaker Campus in 2012.
We want to break the mould of what Higher Education can be. This has led us to build a whole new University from the ground up that is designed to reflect the way that students actually learn rather than the way they are expected to learn. Waterside Campus opened in September 2018.
Our commitment to transforming lives and inspiring change is at the heart of all that we do.
Right To Work
All candidates will be asked to provide proof of eligibility to work in the UK at interview. Due to the requirements laid out by UK Visas and Immigration regarding Right to Work in the UK, the University can only accept applications from individuals who currently have a status allowing them to work in the UK for this position. Due to this criterion, we regret that we are unable to offer sponsorship at this time.
Equality
We welcome applications from underrepresented groups.
The University of Northampton is committed to providing a vibrant, ethical and sustainable work, study and living environment that values equality, diversity and inclusion.
This commitment, along with our legal and moral obligations, provides an inclusive environment for staff, students and the public who may be affected by our activities.
Together @ UON confirms our commitment to equality and inclusion, underpinned by our belief in taking action. We are dedicated to creating an environment that celebrates equality and harnesses the power of diversity.
Together @ UON demonstrates our pledge to our staff, students and partners to nurture and develop an environment where equality and inclusion can thrive whilst we Transform Lives and Inspire Change.
To find out more, please visit: https://www.northampton.ac.uk/about-us/governance-and-management/management/equality-and-diversity/

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