Service Desk Analyst

About IT Services

IT Services at the University of Manchester is a vibrant department, focusing on delivering excellent customer service and quality services for our staff, students and researchers.

The Team

Our IT Support Team provide the University’s staff and students with critical support by telephone, in-person support desk and through our digital platform. We are a close knit team that support and learn from each other. We put the University’s values at the core of how we work, which means we approach our work with empathy and take the time to understand peoples’ needs or challenges.

The Role

As a Service Desk Analyst, you will be handling your own queue of customer calls and tickets. With guidance and support from the rest of the team, you will be making decisions about how to best resolve issues and fulfil peoples’ needs. You will be part of a dedicated team who makes technology less intimidating for our colleagues and ensures that IT continues to enable the pursuit of knowledge and learning. The work is varied throughout the year and involves primarily answering telephone calls as well as working on the In-Person IT Support Desk and dealing with self-logged tickets.

The Person

The successful candidate should:

• Desire to start a career in IT and possess a strong commitment to personal and professional development (i.e. you like to learn and grow!)
• Like talking to people, listening with empathy and taking the time to get at the heart of what might be the challenge for someone. Be adept at identifying, gathering and validating customer needs.
• Be proficient in everyday desktop software.
• Consistently apply appropriate attention to detail and quality standards to all tasks undertaken and ensure that nothing is overlooked.
• Communicate effectively in person, on the phone, via emails and reports.
• Possess an aptitude to solve problems and think on their feet but is also not afraid to ask for help to decide on the best course of action.
• Enjoy being part of a collaborative team where work and knowledge are shared, and everyone supports each other.
• Be passionate about working in a diverse and inclusive environment where our values inform decisions and behaviours.

What can you expect in return If you commit to us, we will invest in you! You will receive training; coaching/mentoring; opportunities to learn more about technology and the wider digital environment; and pathways for professional development. Working at the University also means you have access to a top benefits package that includes many features that are hard to find in the private sector:

• Generous annual leave allowance, including Christmas/New Year closure
• Pension scheme membership to provide benefits for you and your family
• Well-being programme with counselling, fitness and leading sports facilities
• Season ticket loans for public transport
• Cycle to Work Scheme
• Workplace nursery scheme
• Staff discounts on a range of products and services including travel and high street savings.

When completing the additional information section of your application, please ensure you make reference to the job description and person specification above, as this will form an integral part of the shortlisting process.

As an equal opportunities employer we support an inclusive working environment and welcome applicants from all sections of the community regardless of age, disability, ethnicity, gender, gender expression, religion or belief, sex, sexual orientation and transgender status. All appointments are made on merit.

Our University is positive about flexible working – you can find out more here

Hybrid working arrangements may be considered.

Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies.

Any CV’s submitted by a recruitment agency will be considered a gift.

Please note, under the new immigration rules this role is not eligible for sponsorship under the Skilled Worker route of the Points Based System. Candidates will need to be able to demonstrate their right to work in the UK in order to be eligible to take up the post.

Enquiries about the vacancy, shortlisting and interviews:

Email: it.resource@manchester.ac.uk

General enquiries:

Email: People.recruitment@manchester.ac.uk

Technical support:

https://jobseekersupport.jobtrain.co.uk/support/home

This vacancy will close for applications at midnight on the closing date.

Please see the link below for the Further Particulars document which contains the person specification criteria.

Please be aware that due to the number of applications we are unfortunately not able to provide individual feedback on your application.