Service Desk Analyst Job at University of Wolverhampton (Wolverhampton)

Job Description

We have a vacancy for a Service Desk Analyst to join our busy IT Service Desk team. This is a full-time position which will be working approximately 60% from home and 40% on City Campus Wolverhampton as the main base in line with the agile working policy. Supporting the service will be a variety of shifts between 8am and 5.00pm Mon-Fri. (The on campus and working from home ratio may change at peak times and as required). The Service Desk is a team comprising of a Service Desk Manager, Service Desk Senior, and Service Desk Analysts, providing first line IT support to all staff and students across the University, nationally and internationally. The support is facilitated via incoming phone calls to the Service Desk as well as digital contact via email and the IT Portal. We also offer face to face support on a rota basis from the Harrison Library on City Campus on a Monday, Tuesday and Thursday. The team currently resolve a large amount of the calls they receive, and we promote a first call resolution wherever possible. The remainder of tickets raised are routed appropriately to other teams within the Directorate or signposted within the wider University.

Job Responsibility

Supporting the service will be a variety of shifts between 8am and 5.00pm Mon-Fri
Providing first line IT support to all staff and students across the University, nationally and internationally
Support is facilitated via incoming phone calls to the Service Desk as well as digital contact via email and the IT Portal
Offer face to face support on a rota basis from the Harrison Library on City Campus on a Monday, Tuesday and Thursday
Resolve a large amount of the calls they receive, and promote a first call resolution wherever possible
Route remaining tickets appropriately to other teams within the Directorate or signposted within the wider University

Requirements

Is passionate about delivering great customer service and has the resilience to work on a fast-paced team that can be pressurized
Predominantly Phone-based & Face to Face support role, therefore be able to handle sometimes complex queries over the telephone and in a face-to-face environment
Has a good understanding of IT across the University and how to manage conflicting demands
Thrives in a busy environment and has a commitment to upskilling within the role to support the team and department objectives
Highlights any topical issues and how these can be overcome, makes suggestions on how to improve the service and work with colleagues and the management team to implement changes
Can work to processes and procedures ensuring that all calls logged are of excellent quality and contain all required information
Can work on campus or from home and be able to manage own workload and balance this with the priority of taking calls from our customers. Being proactive with an element of self-management with regards to your own work queue
Have a flexible approach to work and willing and able to upskill as and when required based on the change's needs of the University and in line with the 2030 Digital Strategy which will reshape and define the Digital University

What we offer

Competitive salaries
Standard Life Pension scheme – with employer contribution of up to 12% to the University's defined contribution scheme
Long Service Recognition – £200 gift voucher, certificate, and afternoon tea with Vice Chancellor for 25 & 40 years of service
Free Will Writing Service – Complimentary will drafting for employees and their partners
IT & Mobile Discounts – EE Perk (20% off for family & friends) & software discounts
Wellbeing and Mental Health Support – 24/7 access to EAP service, free counselling sessions, wellbeing support resources and Occupational Health Service
Gym memberships discounts – at our Walsall Campus and discounts at WV Active sites in Wolverhampton
Eyecare Support – Free eVoucher for eye tests and glasses contribution
Flu Vouchers – Free flu vaccinations for staff
Paycare Health Benefit Plan – Covers optical, dental, physiotherapy, and personal accident insurance
Chaplaincy & Prayer Rooms – Access to multi-faith chaplaincy services
Generous Annual Leave
Flexible & Agile Working – Flexible and Hybrid working arrangements
Free On-site Parking – available across campuses
Cycle Benefits Scheme – Save up to 42% on a bike & accessories via salary sacrifice
Tusker Electric Vehicle Scheme – Electric cars via salary sacrifice
Employee Discounts – Savings on groceries, fashion, and entertainment
Travel Discounts – Up to 10% off holidays through Sodexo Circles
Staff Network and Inclusion – Access to support networks and events with our LGBTQ+, Global Majority, Disability, and Women's networks
Library Access – Staff have access to books and resources at our onsite libraries
Staff Scholarship Scheme – Funding for part-time higher education, up to PhD level
Leadership and Management Development – Access to training opportunities to support you with advancing in your career

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Service Desk Analyst

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