Service Desk Agent
- Recruiter
- The University of Salford
- Location
- Salford, Greater Manchester
- Salary
- £23,557- £26,495pa
- Posted
- 09 May 2018
- Closes
- 06 Jun 2018
- Ref
- 225445974
- Sectors
- IT
- Contract Type
- Permanent
- Hours
- Full Time
Service Desk Agent- £23,557- £26,495pa
Role Purpose
Reporting to the Service Desk Manager, the role of the Service Desk Agent is to act as the first point of contact on the IT Services (DIGITAL IT) Service Desk for all university stakeholders (including staff, students and associate members).
As the IT Services primary point of contact, the IT Service Desk helps the customer get the best out of the IT services provided by the University, projects the DIGITAL IT division’s image, plays a critical role in building customer relationships and supports the University’s IT operational activities.
The successful candidate will be operating as a Service Desk Agent in an IT Support, ITIL environment. Following guide lines and set out processed the successful candidate will be expected to handle a high volume of telephone calls and e-mails from customers. The successful candidate will be expected to interpret customer information, advise the customer appropriately, and progress the resolution (of IT faults) or fulfilment of requests appropriately.
The successful candidate will be expected to log cases in a case management software tool, run reports, produce KPI’s, assign the appropriate priority take or assign appropriate ownership, update cases with accurate information, respond quickly and accurately to customer needs and escalate cases to management where appropriate, whilst presenting a high level of professionalism at all times.
The successful candidate will have worked in a customer focused IT support role possessing excellent verbal and written communication skills. Importantly, he/she will hold or be willing to gain appropriate qualifications and be committed to continuing professional development.
The Service Desk operates from 08:00-18:00.The successful candidate is also expected to be flexible by responding to changes in their shift to support the Service Desk and University where required.
Responsibilities
- Receive and record all contact from University IT users who contact the IT Service desk by phone or e-mail (these are termed as cases and can be either Incidents or Service Requests and will be via phone and/ or email);
- Perform an initial assessment of all incidents using scripts, knowledge base, taught knowledge and best practice; this may lead to a first attempt at incident resolution and/ or referral to 2nd and 3rd line support within IT Services;
- Work within guidance of the Service Desk Policy, following case management processes;
- Resolve IT based incidents and fulfil IT based service requests following documented case management processes and knowledge articles;
- Reassure and set customer expectations by tracking cases and keeping the customer informed on progress;
- Use case management tools to store, update and track info on cases for resolution and/ or service delivery;
- Follow any communicated processes and guidelines for the management of IT faults or requests;
- Assist the Service Desk Manager in the regular collection and/ or request of management information;
- Handle library based queries (In line with case management process) which come through the IT Service Desk;
- Proactively participate in furthering your professional development, maintaining growth in professional skills and knowledge deemed essential to the role;
- Work within guidelines or processes as referred to by the Service Desk Manager;
- Perform any other duties appropriate to the grade as may be required by the CIO;
- Comply with the personal health and safety responsibilities specified in the University Health and Safety policy;
- Engage with the University’s commitment to put our students first and deliver services which are customer orientated, represent value for money and contribute to the financial and environmental sustainability of the University when undertaking all duties and aspects of the role.
- Promote equality and diversity for students and staff and sustain an inclusive and supportive study and work environment in accordance with University policy;
- This role detail is a guide to the work you will initially be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your Contract of Employment.
The successful candidate should have:
- Educated to A-Level standard, with a minimum of 5 GCSEs (or equivalent including Maths and English);
- Demonstrate ongoing professional development;
- Have a role-related or beneficial Higher Education Qualification.
Background & Experience
- Substantial experience of working on an IT, telephone based support desk;
- Experience of working with Service Level and Operational Level Agreements;
- Substantial experience of working to internal policies and business processes;
- Experience of working to ITIL best practices (SDI or ITIL).
- Substantial experience of working with IT helpdesk case management tools (LANDesk/
Skills & Competencies
- Excellent communication skills; listening, verbal and written with the ability to write in a clear, concise manner, recording information accurately
- The ability to work effectively as a team member, making others aware of information that may be useful to them, and effectively interacting with people across DIGITAL IT and the wider University;
- Excellent problem-solving and analytical skills with the ability to approach and resolve problems following processes, referring to Knowledge Articles or alternate methods;
- The ability to handle a high volume of IT support calls a day and work to an email support rota;
- Strong customer focus (diverse end user bases), demonstrating good listening techniques to gain a thorough understanding of customer needs, interpreting requirements accurately and delivering a prompt and efficient service;
- The talent to build rapport and establish professional relationships;
- Excellent IT support skills in the following technical areas: AD/ NDS user account administration, Networks, Microsoft OS/MAC OS, PC/ MAC trouble shooting, Applications and Microsoft exchange;
- Excellent IT support skills Financial systems, CRMS, HR systems, VLE’s and Student Information Systems.