We are looking to appoint a Service Desk Analyst to join our busy team. The Service Desk which receives requests for help via phone calls, email, Twitter, and chat, aims to provide a responsive, flexible, and accessible service that enhances the student experience and improves staff productivity.
Find out more about working with the Digital Technology Services Team from Bailey Gleeson – Infrastructure Analysts here.
You will be working in a fast-paced environment; carrying out activities such as account creation and modifications, and resolution of queries coming in via the phone, email, or chat, escalating as required to second-line support teams; using a variety of tools including remote control to identify issues and solutions.
In addition to this you may be required to ensure correct process is followed for major outages, playing a crucial role within incident management ensuring accurate identification and logging of incidents and providing fixes or workarounds.
You will be able to demonstrate effective team working skills, liaising with other teams to maintain up-to-date information and manage the introduction of changes or new services, and ensure the correct documentation and training is available.
A commitment to customer service, experience across a wide range of IT applications and excellent communication skills are essential. Your strong analytical skills identifying problems and workarounds will be complemented by your ability to work collaboratively, sharing information, and supporting others. You will be able to work flexibly and able to adapt quickly to changing requirements of the service, ensuring all members of the team understand what is required of them.
The University is unable to sponsor the employment of international applicants in this role.
Sheffield Hallam welcomes applications from all candidates irrespective of age, pregnancy and maternity, disability, gender, gender identity, sexual orientation, race, religion or belief, or marital or civil partnership status.
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