Service Desk Analyst

Summary: The Service Desk Analyst role involves providing critical support to staff and students in a higher education setting through various communication channels, including telephone and in-person interactions. The analyst will manage their own queue of customer calls and tickets, ensuring effective resolution of issues while collaborating with a dedicated team. This position requires a proactive approach to problem-solving and a commitment to delivering excellent customer service. The role is set for a duration of 3 months, starting ASAP.

Key Responsibilities:

• Provide support to staff and students via telephone, in-person, and digital platforms.
• Manage a personal queue of customer calls and tickets, resolving issues effectively.
• Collaborate with team members to enhance the user experience and support IT services.
• Log incidents and requests, ensuring accurate record-keeping and adherence to procedures.
• Deliver 1st Line Service Desk support, including remote troubleshooting and Windows 10 assistance.

Key Skills:

• Previous experience in a service desk environment.
• Proficiency in everyday desktop software.
• Strong attention to detail and quality standards.
• Effective communication skills in person, on the phone, and via email.
• Aptitude for problem-solving and decision-making.
• Ability to work collaboratively in a team-oriented environment.
• Passion for diversity and inclusion in the workplace.
• Experience with 1st Line helpdesk support and remote fixes.
• Familiarity with Heat or Landesk systems is desirable.

Salary (Rate): £14.80

City: Manchester

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: Inside

Seniority Level: undetermined

Industry: IT