Service Desk Analyst (068819)

The University of Surrey is a global university with a world-class research profile and an enterprising spirit. Inventive and forward thinking, Surrey has ambitions to be one of the world’s leading universities and was recently placed as the 4th best UK University in the Guardian league tables. Its heritage shows a recurring theme of doing things differently and achieving notable results.

We are now looking to hire 2 IT Service Desk Analysts to provide IT support to our University students and staff through telephone and email.  IT aspires to be a professional partner with the University to constantly improve the student, academic and research experience, and drive effectiveness and efficiency through the use of technology. IT Support are an essential contributor to this aspiration.

This is a critical role in ensuring that an accurate, punctual and efficient customer service is provided to resolve a wide range of IT related incidents and service enquiries. In this role you will receive, document and resolve incidents and standard change requests, ensuring that at all times requests are handled correctly and the service offering is of the highest standard.

You will accurately identify and log the severity and priority of all incidents raised, taking appropriate action to communicate and escalate suspected high severity and major incidents to IT Services management.

You will help maintain a knowledge base detailing resolutions for common problems/requests, whilst also maintaining an awareness of the latest changes in standard operating procedures. As well as assist Staff and Students in the Help Desk drop in service with IT queries including hardware and software issues.

The perfect candidate will have:

• An understanding of basic practices, processes and procedures relevant to providing IT Support.

• An aptitude for troubleshooting and innovative problem solving.

• Excellent customer service skills and telephone manner.

• High level of accuracy and attention to detail.

• The ability to as part of a team and a genuine interest in working in the IT Sector.

The University of Surrey is amongst the highest achieving universities in the United Kingdom, having been awarded the Times/ Sunday Times University of the Year Award for 2016. Ranked 4th in The Guardian league table for 2017, 11th in the complete University guide and the recipient of three Queen’s Anniversary Prizes.

In addition to salary you will receive a generous annual leave entitlement and excellent development opportunities. Benefits package includes generous salary package, attractive pension scheme, child care assistance and discounted membership to our world-renown Surrey Sports Park

Closing Date: 23 Sep 2019
Category: Professional Services