Service Desk Analyst

University of Salford - Digital IT

We are now looking for a Service Desk Analyst to act as first point of contact for all university stakeholders. You will be working in a collaborative environment supporting a highly diverse range of customers including staff, students and associate members.

We are interested in hearing from candidates who can demonstrate excellent customer service from a previous service desk environment. This is a fantastic opportunity for anyone who is interested in continuing their professional development, working on a desk that handles a wide variety of cases to support the technology infrastructure that is critical to the operations of the University.

Please note that this opportunity may close early if we receive a high volume of applications.

So what will the role involve?

• Working on a busy service desk using a varied range of customer support methods including telephone, online chat and email
• Working with IT helpdesk case management tools
• Delivering against our Service Level Agreements and Key Performance Indicators
• Supporting technologies like Office 365 and Active Directory
• Working to ITIL best practices
• Contribute to our thinking and be challenging on how Salford can transform the way it addresses equity disparities, embraces diversity and becomes more inclusive

A bit about our Digital IT team….

At the core, we provide IT services to the University’s students, academics, and professionals, but the reality is we do so much more than that!  We explore new technologies, we strive to innovate whilst all along, placing a strong focus around improving the customer experience.

Our ambition is that Salford will become the destination of choice for students who will have exceptional levels of employability when they graduate. Our three pillars of Digital Strategy, Digital Delivery and Digital Service all work together as a key enabler for the University to achieve this.

We are currently looking for someone to join Digital Services.  As a team we are known for keeping the show on the road! We have a variety of expertise, including Desktop and Audio-Visual Services, Applications Support, Data Centre and Operations, Procurement and Asset Management as well as Technical Services.

What’s in it for you?

Competitive salary - and excellent pension scheme: 9% of your salary is paid into your pension by UoS, you can choose to pay more and UoS will match your extra contribution up to 4%.

Generous annual leave – 32 days plus bank holidays! With the option to buy additional days.

Flexible working - we support a culture of flexible and hybrid working, subject to business requirements.

Professional development - a comprehensive package of training and development opportunities to help you achieve your full potential.

Wellbeing – your wellbeing is our priority. We have a wide range of dedicated services and facilities to support your mental and physical health.

Team Salford – join us here in Salford and be part of one of the UK’s fastest growing universities. Most importantly, we offer you a rewarding career. A career where everything you do will make a difference – to the students, our local community and the world around you.

Job Description