SERVICE DESK ANALYST

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The Service Centre team, help monitor, develop and maintain University IT systems that support the University's teaching, learning and management functions; driving forward the efficiency, reliability and quality of the systems to maximise value and minimise risk.

The role will primarily encompass remote and direct support of the front facing IT to the University's students and staff for all aspects of the core university business e.g. teaching, events, business services and research.

Based in a small service Centre the role will primarily include telephone support of all the IT Systems, but will include face to face help to all of the Universities approximate 30,000 customers. The role will ensure the Service Centre meets it's KPIs and SLAs thus delivering a first time fix rate that ensures customer queries are dealt with without the need to escalate to other teams. The role holder will deliver exceptional customer service standards as set by the Service Centre Manager.

The role will help ensure all services are running as expected and are maintained to the correct standards.

As part of the Service Delivery function the technician will be expected to work across the various teams as and when the business requires e.g. ORC Delivery

Essential Criteria

Qualifications

*Relevant Degree/HND or demonstrable equivalent experience.

Skills, Knowledge and abilities

*Broad knowledge of a range of technologies e.g. application delivery, networking, operating systems, and their capabilities and benefits.

*Evidenced ability of acting as an exemplar individual in terms of high performance within a multi-disciplinary IT delivery team and contributing to the overall team's performance constructively and professionally.

*Understanding of information security and governance.

*Creative and Innovative approach to successfully providing a consistent, high quality operational service, challenging system and process that do not focus on the customer needs.

*Ability to evidence excellent communication, engagement, persuasion and influencing skills (verbal and written).

*Strong analytical skills, ability to be decisive and takes ownership of problems.

*Responsive to customer needs, consultative and collaborative.

*Ability to deliver within tight deadlines in a demanding environment.

*Attention to detail and determination for excellence.

*Passion, energy and enthusiasm for continuous improvement and encourages innovation.

*Creates a service culture within and across teams.

*Develops and utilises expertise for the benefit of customers and colleagues. Can apply knowledge quickly to new challenges.

Business Requirements

*Requirement to participate in Response Team Rota as key part of Operations Centre responsibilities.

*Flexibility with regard to working hours and travel between sites.

*Engagement with Students to ensure Service if fit for purpose, and to assist with Student employability

Desirable Criteria

Qualifications

*Professional and /or technical qualifications, e.g. PRINCE 2 /ITIL / CCNA / MCP or substantial, applied equivalent experience.

Experience

*Experience of maintaining, operating, troubleshooting Audio/Visual equipment.

*Experience of operating, developing AV management tools e.g. Crestron systems/Fusion etc.

*Working within a Higher Educational Institution.

Skills, Knowledge and abilities

*Scripting skills e.g. PowerShell

*Understanding of the importance of prioritising resources, experience of working with external 3rd party contracts, and delivering service against SLA's and OLA's.

Business Requirements

*Possess valid driver's license for travel between sites (pool car / van provided).

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award, that any business can receive, won in consecutive years, The Queens Award for Enterprise: International Trade;