IT Service Desk Analyst
England, West Midlands, Coventry - £25,735 per annum

Posted: 20/03/18

Description:
IT Service Desk Analyst
Coventry City Centre
Salary £25735
3 Months

Working Shift Pattern- 37.5 hours working 5 days over 7 on a shift shift pattern (8.00am to 4.30pm, 12.30 to 9.00pm, 3.30pm to Midnight)

As part of Coventry University's continued international growth, the IT department has evolved to be truly Global service desk team that provides support 24/7 to all its Customers and is expanding its team.
As a key part of the service desk team, you will be communicative with excellent customer and client facing skills, providing a high level of technical support to all staff and students across the University Group.

Acting as first point of contact, you will be responsible for solving or escalating issues in a timely manner, proactively providing updates to customers and other support teams ensuring transparency within the organisation whilst constantly managing expectations.
You will also:

*Answer phone, email, portal queries (and other medium such as social media) and logging tickets accurately whilst being able to convey confidence to the caller that their query is being actioned.
*You will also have well established time management to resolve tickets in accordance with SLA's, effectively and efficient escalate technically complicated issues to the 2nd and 3rd line and be able to build great working relationships with both colleagues and customers.
*Document all calls on the University Service Management Tool, monitoring progress against SLAs, escalating where necessary both functionally and hierarchically and providing regularly updating customers on progress.
*Monitor IT systems, reporting and recording issues on the Help Desk system.
*Liaise with 3rd party support companies, ensuring compliance within agreed standards.
*Escalating high priority requests to ensure all issues are resolved as quickly and efficiently as possible.
*Follow documented procedures for customer support, identifying and suggesting improvements where necessary.
* Provide basic user account administration covering: creating and modifying user accounts, reset passwords, create groups etc.
*Pursue continuous improvement, and incorporate best practice into operational responsibilities.
*Ensure a high level of customer care is exhibited at all times when dealing and communicating with customers in order that IT Services' 'customer care' standards are met, and that the customer is kept fully informed about their submitted requests.
*Carry out any appropriate administrative or maintenance work associated with normal duties in order to maintain an efficient an effective service.
*Report any observed problems with, or misuse of, IT facilities or services, in order that appropriate action may be taken.
*In the event of a major incident or service failure escalate to Major Incident Management and become members of the major incident response team. Support the Major Incident Manager by interacting with support functions, including supplier(s) when applicable and providing comprehensive communication and support to key business areas and stakeholders relating to the current status of the event.
*Process any backlog of support calls as time allows following the call handling procedure.
*Maintain currency of knowledge articles as published and used by the Service Desk, end user staff or students.
*Identify opportunities for knowledge transfer and documentation of knowledge articles to support increased capability for self-help and 1st line fix.
*Investigate problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.


Person Specification:

You will have experience working in a fast paced, customer focused Global help desk support environment. Educated to degree level in ICT or related relevant discipline with a chartered professional qualification or equivalent experience.
Ideally you will be SFIA accredited with a minimum of Level 3 in Customer Service Support, Problem Management, Incident Management, Quality Assurance and Conformance Review.

Experience required:
*Use and support of Windows desktop operating system and the Microsoft Office suite
*Experience of using an IT fault logging or call recording system.
*Experience in ITIL and IT Service Delivery.
*Experience in an application/software support position
*Experience of using a virtual learning environment, e.g. Moodle, Blackboard etc. as either a student or tutor
*Experience with SQL Server TSQL or Oracle PL/SQL in the use of stored procedures, triggers, and functions is advantageous
*Knowledge of an academic institution's IT services offered and typical applications used
*Business Impact Awareness with the ability to deliver accurate work during periods of pressure, and on own initiative
*Excellent attention to detail and organisation skills
*Able to work constructively within a team
*Must be an effective communicator, both orally and in writing, and have the ability to listen and be willing to help others
*Must have an ability to grasp administrative matters quickly with minimal instruction, and be able to follow processes and adhere to procedures
*Able to work flexibly to meet the needs of the service and within a predefined shift pattern. Willing to travel overseas and work unsociable hours