Servicedesk Support Analyst

The University of Highlands and Islands

Servicedesk Support Analyst

£20883 - £22157

The University of Highlands and Islands, Inverness

  • Full time
  • Permanent
  • Hybrid working

Posted 1 week ago, 3 Jul | Get your application in now before you miss out!

Closing date: 17-07-2024 (In 2 days)

job Ref: None

Full Job Description

 

Ensure effective operation of the university’s servicedesk by: 

 

  • Create and maintaining UHI Servicedesk documentation 

 

  • Creating and maintain standard activities documentation 

 

  • Documenting service and request calls accurately, prioritising and delegating to technical staff where a first time resolution cannot be provided by the Servicedesk 

 

  • Carrying out proactive routine checks on IT Systems and networks 

 

  • Monitoring UHI Servicedesk faults and service requests 

 

  • Engaging with customers using UHI Servicedesk portal, live chat, phone, email. 

 

  • Administering technical systems with the use of Microsoft administrative tools 

 

  • Communicating with local support teams and service owners, at the university’s academic partners, to distribute faults and advise of known issues. 

 

  • Following ITIL based workflows to deliver UHI Servicedesk service management process in a consistent manner 

 

  • Communicating with users to update the progress of their call. 

 

  • Problem, knowledge and incident management 

 

 

 

Key Duties & Responsibilities

 

·        To log and track incidents, problems and changes raised with the university’s Servicedesk to ensure that service level commitments are met. This will include: 

 

·        Continually monitoring and updating all service incidents using the Servicedesk ITSM call management system. 

 

·        Escalation of problems or complaints to the customer service manager / team leader 

 

·        Progression of faults with third party companies and service partners on behalf of the university partnership. 

 

·        Clear communication with users on the progress of incidents via email, phone, online chat or face to face support models 

 

·        Trend spotting, complaints, observations which require escalation to the customer service manager / team leader 

 

·        Triage and fault analysis with accurately logging all technical details of the request with the user 

 

·        Checking Servicedesk call resolutions / knowledge base for relevant information before authorising call closure or passing to relevant support teams 

 

·        Quality checking of calls raised for multiple support departments to ensure consistent resolution 

 

·        Prioritising calls according to severity, scale and impact against agreed and published service level commitments 

 

·        Maintaining locally held information on forthcoming technical work at academic partner sites to ensure accurate communication to university staff and users 

 

·        Perform technical administration tasks to ensure the efficient running of services 

 

·        To carry out other tasks which may be required by the customer service manager to ensure the efficient running of the department 

 

·        To participate in the university’s performance and development review procedure. 

 

·        To take due care of yourself and others in respect of health and safety. 

 

·        To attend training courses that may be identified as necessary by your line manager. 

 

·        Such other duties temporarily or on a continuing basis, as may reasonably be required, commensurate with your grade. 

 

General duties

·        To participate in the university’s performance and development review procedure.

·        To take due care of yourself and others in respect of health and safety.

·        To attend training courses that may be identified as necessary by your line manager.

·        Such other duties temporarily or on a continuing basis, as may reasonably be required, commensurate with your grade.

·        Contribute to UHI's climate, biodiversity, and sustainability goals, including net-zero by 2040.