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The role

The IT Service Desk is recruiting for a Service Desk Assistants to join our supportive team.

The Service Desk is part of IT Services at the University of Bristol and is the first point of contact for staff and students with IT requests or problems. The primary role of the Service Desk Assistants is to manage the triage queries on our query ticketing system and monitoring tickets and escalating across IT Services.

Excellent customer service and communication skills are key to the role of assistant.

What will you be doing?

You will oversee all incoming tickets to the IT Services Tool management system, triaging and allocating these to members of the Service Desk and our teams within IT Services. This includes identifying, prioritising, and escalating queries.

You will provide some standard basic guidance to customers from a set list of standard responses.

You will carry out other set tasks to assist the team in supporting customers.

The role holder will also be monitoring all tickets across IT Services, checking they are assigned, updated regularly, chasing colleagues and escalating where necessary.

Training will be provided for all tasks.

You should apply if

• You enjoy working in a team and would like to be part of a busy service desk providing an important service to University staff and students.
• You have strong customer service skills.
• You have good communication skills (verbal and written).
• You are calm under pressure and changing circumstances.
• You are happy to work within, and can follow, agreed processes and procedures.
• You have good attention to detail and accuracy.
• You have good time keeping skills.
• You are willing to learn the new skills required for the role.
• You have a good, general user level, of IT knowledge (e.g. familiarity with email, internet, Word).

Additional information

For any informal enquiries please contact Andy Lester; [email protected]

It is anticpated interview will be held 1 week after the closing date.

Available documents

• Further Particulars (IT Support).pdf
• SUPP109922 Service Desk Assistant Job Description.pdf