Service Desk Analyst

Service Desk Analyst Penryn, England

Falmouth Careers
Full Time Penryn, England 23794 - 12.04 GBP ANNUAL Today
Job description

About The Role

Falmouth Exeter Plus is the service delivery partner of Falmouth University and the University of Exeter. We deliver shared services and facilities for both partners in Cornwall underpinned by close collaboration with Students Union, the combined students' union for Falmouth and UoE, to ensure that the interests of students and staff are at the heart of everything we do. Both institutions are expanding their teaching and research operations in Cornwall at a pace. It is, therefore, a fast-moving environment where agility and a positive approach to change and enhancement are critical, our purpose or mission is 'to deliver world-class shared professional services to help its university partners to achieve their global ambitions. It is a fast moving environment where agility and a positive approach to change and enhancement are central to our progress. Our mission is 'to deliver world-class shared professional services to help our partners achieve their global ambitions’.
It's an exciting time at Falmouth Exeter Plus as both organisations expand operations in Cornwall at a pace, to help support this growth we are now looking to recruit a number of Service Desk Analysts to join our Service Desk within the Service Delivery Team of the Digital & IT Directorate. The roles will be primarily based at our Penryn Campus but will also require occasional support at the Falmouth Campus.

The Service Desk is responsible for providing the first point of contact for all users of FX Plus IT and Digital services. This role ensures that all interactions with customers are logged, assessed and, where possible, resolved without escalating to another team. Successful applicants will strive to resolve user issues utilising the knowledge provided by all IT & Digital teams, identify emerging issues, escalate to the correct area of the IT & Digital Directorate and provide the continuity of the customer support experience during ticket resolution.

About You

Reporting to the Service Desk Manager, the successful candidate will provide excellent customer services to staff and students of Falmouth University, University of Exeter, The Students Union and other partner organisations. You will have relevant experience in a customer relations environment, preferably as a ‘front line’ member of staff, good organisational skills and the ability to work without direct supervision. Alongside these key skills, we are looking for a positive, supportive and a flexible team player.
The ideal candidate would have some of the following experience:
  • Experience working in a first line support role
  • Experience supporting desktop environments for Windows 10/11 and/or MacOS Monterey/Ventura
  • Knowledge of Microsoft Office 365 products and services
  • Customer Service experience via telephone and face to face support
  • Some experience supporting Audio Visual services
  • Previous use of call management/ticketing systems
  • ITIL Foundation V3 or V4
Training will be provided for the successful candidate.

For full details of the skills/experience required, please see the job description above.

This position is offered on a permanent, full-time basis working 37.5 hours per week contract working 8.45 am to 17.15 pm, Monday to Friday. The role is campus based and limited remote working is available where agreed with the line manager. Some out of hours work may be required around critical periods such as Welcome Weekend, Graduations.
If you are looking to have an informal discussion about the vacancy ahead of applying please email [email protected].
The closing date for this position is Thursday 8 June 2023.
Interviews will be held week commencing 12 June 2023.

About Us

Falmouth Exeter Plus is the service delivery partner of Falmouth University and the University of Exeter. We deliver shared services and facilities for both partners in Cornwall underpinned by close collaboration with Students Union, the combined students' union for Falmouth and UoE, to ensure that the interests of students and staff are at the heart of everything we do. Both institutions are expanding their teaching and research operations in Cornwall at a pace. It is, therefore, a fast-moving environment where agility and a positive approach to change and enhancement are critical, our purpose or mission is 'to deliver world-class shared professional services to help its university partners to achieve their global ambitions.
Falmouth Exeter Plus welcomes and encourages job applications from people of all identities and backgrounds, particularly those under-represented and/or marginalised, as it is important we have a diverse range of candidates to consider.

Service Desk Analyst
Falmouth Careers

Related Jobs

All Related Listed jobs

Store Manager
Home Bargains Swindon, Wiltshire, South West England, England 42094 GBP ANNUAL Today

Our Store Managers lead and manage their store to achieve overall store targets and deliver excellent service to our customers through developing a high

Staff Software Engineering - Java
JPMorgan Chase Bank, N.A. London, England 55000 - 82000 GBP ANNUAL Today

Experience in driving cross-function technical initiatives. You will closely cooperate with technical and non-technical stakeholders in delivering and improving

project manager
Natural History Museum (UK) London, England 41550 - GBP ANNUAL Today

About Us

We are a world-class visitor attraction and leading science research centre. We use the Museum's unique collections and our...

Caretaker/Estates Technician
St Helens College Saint Helens, West Midlands, England 17922 - 18423 GBP ANNUAL Today

The benefits package includes generous annual leave, membership of final salary or career average pension scheme, professional development and training, free on

Customer Service Co-ordinator
KPMG Leeds, England 12.5 GBP HOURLY Today

This is currently a hybrid working model - you would be expected in the office at least 2 days per week depending on business requirements.