Service Desk Analyst

Your new companyOpportunity to join a large educational institution in Manchester.The IT team supports staff and students with critical support by telephone, in-person support desk and through their digital platform. Your new roleAs a Service Desk Analyst, you will be handling your own queue of customer calls and tickets. With guidance and support from the rest of the team, you will be making decisions about how to best resolve issues and fulfil peoples' needs. You will be part of a dedicated team that makes technology less intimidating for our colleagues and ensures that IT continues to enable the pursuit of knowledge and learning. The work is varied throughout the year and primarily involves answering telephone calls as well as working at the In-Person IT Support Desk and dealing with self-logged tickets.What you'll need to succeedPrevious relevant work experience as a Service Desk Analyst.Customer Service Techniques: Techniques for identifying, gathering and validating customer needs in the delivery of IT services.Teamwork: collaborating as part of a group to achieve a common goal or to complete a task in the most effective and efficient way.Like talking to people, listening with empathy and taking the time to get at the heart of what might be the challenge for someone.Be adept at identifying, gathering and validating customer needsBe proficient in everyday desktop software.Consistently apply appropriate attention to detail and quality standards to all tasks undertaken and ensure that nothing is overlooked.Communicate effectively in person, on the phone, and via emails.Possesses an aptitude for solving problems and thinking on their feet but is also not afraid to ask for help to decide on the best course of action.Enjoy being part of a collaborative team where work and knowledge are shared, and everyone supports each other.Be passionate about working in a diverse and inclusive environment where our values inform decisions and behaviours.What you'll get in returnService Desk Analyst - 3-month contract - 5 days p/w onsite Manchester What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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