Service Desk Analyst
Service Desk Analyst
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Job Description
Salary: 28268 plus generous Civil Service defined benefit pension
Location: Bristol
About us
We are the independent regulator of higher education in England. We aim to ensure that every student whatever their background has a fulfilling experience of higher education that enriches their lives and careers. We also care about supporting and developing our staff working together to achieve more than each of us can do alone.
Were looking for skilled committed people who care about students and their experience of higher education. Join us and youll be part of an energetic forwardlooking organisation with high ambitions and big opportunities for our people.
About the role
Are you passionate about technology and helping others Join our IT Service Desk team and make a real impact by providing essential support to our organisation. In this role youll be the first point of contact for employees experiencing technical issues ensuring they can continue their work smoothly and efficiently.
What makes this role interesting is the variety of challenges youll face daily. No two days are the same and youll constantly be learning and growing your technical expertise. Youll have the opportunity to work with a range of technologies and collaborate with different teams making your work both dynamic and rewarding.
As a Service Desk Analyst you will be the frontline interface for IT customers consistently striving to deliver exceptional service by resolving issues and fulfilling IT service requests. Your key responsibilities will include providing first and second level support through various channels such as direct contact phone calls and emails utilising the IT Service Management (ITSM) tool. You will handle incidents and service requests using incident management and request fulfilment processes adhering to service desk best practices and meticulously recording all actions and information in the ITSM. Additionally you will play a crucial role in onboarding new staff and setting up laptops ensuring that new employees have a seamless start.
Some of the day to day tasks may include:
Deliver 1st and 2nd line technical support to end users for a range of IT issues
Collaborate with the wider IT team to resolve complex technical issues
Document solutions and create knowledge articles
Proactively address recurring technical problems
Consistently meet service level agreements (SLAs) within agreed timeframe
Record and monitor IT assets in the ITSM tool
About you
This position is ideal for individuals with experience in a first line role or those with a background in customer service who have a strong interest and knowledge in Information Technology particularly in areas like Windows environments Microsoft 365 environments and networking who have been studying for an IT qualification.
Essential
An NVQ Level 3 in Information Technology or other relevant professional IT qualification
Experience in delivering high standards of customer service
Able to communicate technical information effectively
Strong problemsolving skills and attention to detail
Windows 10/11 troubleshooting
Excellent communication skills written and verbal
Desirable
Previous experience using/supporting Active Directory Office 365 PowerShell and common IT applications
Knowledge of VPN setup and configuration
Understanding of the Foundation ITIL framework
Previous experience of using an ITSM tool or similar
The following attributes will be key to this role:
Ability to work independently within a clear framework: You should be able to manage your tasks effectively with minimal supervision.
Highly organised: You should be adept at managing your workload efficiently and planning your work to meet set objectives.
Responsive to the needs of others: You should be able to identify and respond positively to the needs of colleagues and customers.
Calm reliable and flexible: You should remain composed and dependable while adapting to various situations and working with different people.
Approachable and teamoriented: You should be able to work well with staff at all levels and contribute positively to a team environment.
Tactful and patient: You should exercise tact patience and understanding while managing expectations and interactions.
Strong passion for IT: You should have a genuine enthusiasm for technology and its applications.
Working for us
The OfS regulates the higher education sector on behalf of all students. We value diversity and the wealth of perspectives experience and ideas that it brings to our work and we strive to embed equality of opportunity in everything we do.
We recruit based on fair and open competition and welcome applications from candidates regardless of age disability race and ethnicity gender reassignment marriage and civil partnership pregnancy and maternity religion or belief sex sexual orientation and socioeconomic background.
Flexibility is important to the OfS as we recognise that it can enable people to work more effectively. A set of organisationwide principles shape our approach to flexible and hybrid working which our teams then use as guidance on how they deliver their business goals. This would usually mean working from the office for two days in a typical week.
To attract the widest possible field of qualified applicants flexible working for example job share and part time working apply to this role.
Closing date for applications: Monday 12 May at noon
Required Experience:
IC
Employment Type
Full-Time
