Temp Role - Service Desk Analyst (Full Time)

The University of Northampton are recruiting a Service Desk Analyst on a temporary basis to support the existing team.

The main aim of the role is to provide a professional and customer focused assistance and second tier support with all IT Service Offerings for all University of Northampton staff and students.

This is an onsite role, the Service Desk offer provide 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.

Duties and responsibilities

• Responsible for the diagnoses, and resolution of assigned incident, request work items, and the completion of all related assigned activities.

• Responsible for the monitoring of new work items and own work item queue ensuring they are actioned according to assigned service level objectives and priority.

• Responsible for the administration, availability, and support of IT service, request offerings to the organisation as defined within the IT Service Portfolio.

• Responsible for the completion of operational control process, and the monitoring, analyses of environment providing proactive recommendations and solutions.

• Responsible for helping and support for related infrastructure system, network, and application service as defined within the IT Service Portfolio.

• Responsible for ensuring operational policies, standards, best practices configurations, system settings and process tasks are adhered to and carried out.

• Responsible for the inventory, administration, deployment of operational related hardware, software and ensuring its configuration meets defined policy criteria.

• Responsible for working with third party suppliers to verify timely delivery of software, hardware equipment and ensure its readiness for operation usage.

• Working shifts within the service hours which are 8.30am till 5pm Monday to Friday. There is also a rota for weekend cover.

• The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by the Head of Customer Service and Support and the Service Desk Manager.

• The post holder will be responsible and accountable for ensuring all employment legislative requirements are adhered to including equality and diversity and health and safety issues.

• The job description may be altered at any time in the future in line with the level of the post to meet changing institutional requirements, but only in full consultation with the post holder.

• The post holder will be required to participate in Open Days, Welcome Weekend and other key University events that may be outside the working week.

Skills and experience
Educated to GCSE level or equivalent

Experience of working within a customer service

Experience of supporting a range of operating systems including Windows, Apple, Non-Wintel, and basic networking hardware/system

Experience of Service Desk Tooling (for example, Ivanti, Halo or Service Now)

Experience of ITIL and service operation processes

Experience of working to service level agreements for service-related incidents and requests

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

Location
The University Of Northampton
Waterside Campus

Additional information
Opening hours for the Service Desk are between 8.30am and 5pm Monday to Friday, with a rota for weekend cover at one site.

Job Types: Full-time, Temporary contract
Contract length: 6 months

Salary: £12.00 per hour

Expected hours: 37 per week

Benefits:

• On-site parking

Schedule:

• Monday to Friday
• Weekend availability

Education:

• GCSE or equivalent (preferred)

Experience:

• Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)

Work Location: In person