service desk analyst Oxford, England
Job description
The IT Services service desk is the central point of contact for IT queries from academics, students, staff and IT Support Officers in colleges and departments. The service desk sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT services objectives.
The team act as customer champions, offering specialist advice and support on IT related issues whilst providing customers with the best possible service and conveying a sincere willingness to help. The team comprises service desk analysts (SDAs), senior service desk analysts (SSDAs), service desk supervisors (SDSs) and service managers (SMs).
The service desk analyst is responsible for the effective delivery of a customer focussed, professional IT support service. Service desk analysts are expected to work effectively as part of a team, supported by service desk supervisors, senior service desk analysts and service managers. Service desk analysts work with autonomy, delivering a consistent high-quality service following departmental processes and procedures. Analysts take ownership of incidents and requests and collaborate with colleagues within IT Services and beyond in order to deliver innovative, appropriate and timely solutions through a telephone and online correspondence-based service.
This temporary summer role focuses particularly on fulfilling service requests and requires excellent attention to detail and outstanding organisational skills. In addition, first-class communication and customer service skills are essential.
Responsibilities
• Maintain and enhance customer satisfaction throughout the lifecycle of service desk interactions by acting respectfully, courteously and positively
• Set customer expectations for a good service experience, through gaining confidence and trust and building rapport
• Accurately and consistently document all service desk interactions to ensure that relevant information is captured and understood
• Complete service requests made via online forms using the appropriate procedures from our Knowledge Base and interpreting them as required to handle complex or non-standard requests as appropriate.
• Investigate IT issues in order to resolve incidents and improve knowledge
• Know and implement the rules for eligibility to IT Services accounts, as well as for discretionary extension of access to computer facilities
• Adhere to service desk processes and procedures, assisting with the production of these and highlighting any inconsistencies or potential improvements
• Maintain awareness of service changes and adhere to IT services protocols
• Keep up to date with rapid developments in IT and the services provided by IT Services.
• Make a positive contribution to the team, e.g. through active participation in team meetings; demonstrating discretionary effort; completing tasks; contributing ideas.
• Develop and maintain expertise and skills across supported services, through making use of knowledge resources and undertaking training.
• Be familiar with key ITSM and university standards and regulations, escalating any infringements in line with organisational guidance.
• Excellent verbal and written communication skills
• An active/empathic listener
• Excellent organisational skills with the ability to multi-task
• Ability to manage own time effectively and to be prompt and punctual
• Experience of working effectively within a team and collaborating with others to achieve a goal
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Drive, self-motivation and ability to work under own initiative
• Ability to follow processes and procedures
• Ability to work accurately and confidently with service desk tools and technology
• Experience of delivering a high level of customer service
• The necessary skills and attributes to integrate successfully into a busy team
Please be aware that all candidates need to be able to start work immediately and must be able to work on site if required to do so.
The Temporary Staffing Service supports University of Oxford departments and affiliated colleges with the recruitment of temporary admin and clerical staff. Personal information provided to the University of Oxford is held in accordance with the provisions of the GDPR and related UK data protection legislation. The University’s Policy on Data Protection may be viewed at https://compliance.admin.ox.ac.uk/data-protection-policy
