Service Desk Analyst

The IT Service Desk is the central point of contact for IT queries from academics, students and staff. The Service Desk sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT Services objectives. The team act as customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help. The Service Desk Analyst is responsible for the effective delivery of a customer-focused, professional IT support service. Service Desk Analysts are expected to work effectively as part of a team, supported by the other members of the Service Desk team and the wider IT Services team. Analysts will take ownership of incidents and requests and collaborate with colleagues within IT Services and beyond in order to deliver innovative, appropriate and timely solutions. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.