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Service Desk Analyst

Location: Newcastle

Salary: £10.32 per hour

Job Type: Temporary

Job ID: 168389

General Duties and Responsibilities:

The Service Desk Analyst is a member of a busy team providing out-of-hours first line support to staff and students from Northumbria and other institutions that subscribe to the Norman Helpline service.

In line with the University’s Mission, Corporate Strategy and Leadership Attributes, you will:

  • Contribute to the provision of a professional support service by ensuring high levels of customer satisfaction and by responding positively to feedback.

  • Support the needs and expectations of relevant stakeholders by following the University’s standard processes, procedures and practices as appropriate. Contribute to the development of a collaborative, collegiate and inclusive culture, which includes sharing information and good practice with others.

  • Work cooperatively and maintain effective relationships with others, internally and externally to the University, as appropriate to own area of responsibility. Develop and maintain a good working knowledge of own area of responsibility.

  • Demonstrate a flexible attitude to change to support the University to meet existing and future needs.

  • Act corporately, promoting the ‘One University’ principle and promoting the Faculty or Service within and outside the University where relevant.

  • Undertake other responsibilities as required.

Specific Duties and Responsibilities:

  • Staffing the Service Desk to provide professional support via telephone, email, instant chat, remote support tools and service monitoring tools

  • Logging all enquiries and requests, following predefined processes and troubleshooting problems using technical knowledge, accurately documenting actions and recording solutions

  • Resolving routine IT, Telecoms and other general enquiries at initial point of contact including those relating to:

    1. information about services

    2. standard software applications, operating systems and hardware

    3. email, computer username and password problems and advice

    4. wireless connectivity, telephone and voice mail usage

  • Ensuring the resolution of more complex enquiries by:

    1. escalation to second line support teams

    2. informing the Service Delivery Supervisor of problems such as emerging major incidents keeping the customer informed throughout the resolution process

  • Follow scripted procedures for restarting services and escalation of incidents where appropriate

  • Providing a high level of customer service through excellent verbal and written communication

  • Participating in training sessions and familiarisation with self-paced learning materials

  • Keeping abreast of developments in services as well as maintaining and updating computer-related skills

This Role Description is not intended to be an exhaustive list of duties and will be subject to periodic review by the manager and appropriate colleagues in discussion with the post-holder.