Service Desk Analyst (Part-time)

-4pm, 9am-5pm, 10am-6pm. The successful candidate will be expected to come to the office on both days whilst training. Once self-sufficient you will be expected to be in the office every Thursday along with the rest of the team.

What you’ll do

• Log all incidents, requests and responses into the University’s IT Service Management Tool, providing first line solutions where appropriate and escalating to second and third line support as necessary following the incident management process
• Assist users and customers, (staff, students and visitors), in the use of iSolutions products and services as well as the resolution of reported incidents and service requests.
• To be proactive in identifying trends and advising the Team Leader of possible service implications and solutions. To schedule additional work and ticket management around daily tasks ensuring smooth operations of the desk
• Document and utilise responses to problems and resolution information to incidents to help develop an effective knowledge base for use within the Service Desk and by our users

What you’ll bring

The ideal candidate will be able to demonstrate excellent customer service skills and experience along with strong technical troubleshooting support skills in a multi-platform desktop environment, over a networked infrastructure across multiple locations. You will have a proactive approach to problem management, excellent communication skills (both verbally and written) with the ability to communicate using technical and non-technical language.

You will also be able to demonstrate experience/knowledge using and supporting in some or all of the areas below:

• MS Windows environments including the registry and management console
• MS Office 365 products
• Active Directory
• Remote software deployment
• Remote support tools
• Logging enquires using an ITSM tool or comparable database
• Managing customer enquires within set time scales and SLA’s

The University of Southampton is a research-driven institution, home to some of the world’s leading minds, expanding our knowledge and passing it on to future generations. iSolutions is the University’s IT support service whose 230+ staff support the delivery of the University’s research and education activities as well as the usual business operations.

The University of Southampton promotes a healthy work life balance with generous holiday allowance, defined benefit pension, flexi-time and flexible working, generous parental leave and childcare provision. For more information on our benefits, please visit our human resources pages. This is a part time position working on Thursdays and Fridays only.

Application Procedure

You should submit your completed online application form at https://jobs.soton.ac.uk. The application deadline will be midnight on the closing date stated above. If you need any assistance, please contact Michelle (Recruitment Team) on +44 (0) 23 8059 2750, or email recruitment@soton.ac.uk. Please quote reference 2059722JF-2R on all correspondence.