Service Desk Analyst
Customer Service & Service Improvement
Location: 1 Guildhall Square
Salary: £20,275 to £24,029
Full Time Permanent
Closing Date: Monday 19 November 2018
We are looking to appoint a Service Desk Analyst to provide first line support within an ITIL based environment. This role is crucial in helping support the University’s ever growing and developing ICT infrastructure. iSolutions is one of the largest departments within the University’s Professional Services group, providing computing facilities, data communications and telephone services in support of all University activities, including learning and teaching, research, and University administration. You will enjoy operating as a successful and contributing member of a busy, dynamic and exciting department, working to extremely high standards and committed to achieving tight deadlines with high levels of customer satisfaction.
The Service Desk delivers a highly professional cutting edge IT support service to a diverse user community of over 25,000 University staff and students, providing an initial technical frontline service to our customers and escalating more technical enquires to our 2nd or 3rd line support teams.
The ideal candidate will be able to demonstrate excellent customer service skills and experience along with strong technical troubleshooting support skills in a multi-platform desktop environment, over a networked infrastructure across multiple locations. You will have a proactive approach to problem management, excellent communication skills (both verbally and written) with the ability to communicate using technical and non-technical language.
You will also be able to demonstrate experience/knowledge using and supporting in some or all of the areas below:
- MS Windows environments including the registry and management console
- MS Office products
- MS Exchange
- Active Directory
- Remote software deployment
- Remote support tools
- Logging enquires using an ITSM tool or comparable database
- User enquires within set time scales and SLA’s
This role would also suit someone who has prior 1st line IT support experience, or someone with customer services experience with a good level of IT skills and some technical understanding looking to begin a career in IT support.
We offer excellent benefits including a pension scheme, generous holidays, and the opportunity to develop your career in a professional, friendly and pleasant working environment.
Location: This post will be based at our new Southampton City Centre office with an expectation of a rotation to Highfield campus.
You should submit your completed online application form at https://jobs.soton.ac.uk. The application deadline will be midnight on the closing date stated above. If you need any assistance, please call Sam Stubbs (Recruitment Team) on +44 (0)23 8059 4046. Please quote reference 1072118JF on all correspondence.