Service Desk Analyst in Braunschweig bei University of Sheffield

University of Sheffield

The University of Sheffield delivers life-enhancing research, innovation and education - come and join one of the teams that makes that possible. In IT Services, we’re dedicated to providing excellent IT systems, services and infrastructure to meet the needs of our students and colleagues. Our world is dynamic and so are we. We work closely with everyone who uses IT at the University, to make sure it works for them, so they can focus on improving themselves and the world around us. So if you want to support the next generations of students, leaders and researchers, we want you on our team.

Come and be part of an innovative and influential University department delivering excellent IT and business services to a leading Russell Group institution. With a reputation for engaging staff and students in partnership to deliver services, for three years running UK students have voted us best for IT support. We are committed to delivering and supporting excellent customer focussed services and to do this we need to recruit the best staff, invested in higher education and dedicated to supporting sector leading learning, teaching and research – and that’s why we need you…
We have an exciting opportunity in IT Services for a Service Desk Analyst. You will join an established, dynamic and friendly team delivering excellent customer centric IT support to all users of the University IT facilities.
What you will be doing

• Providing an excellent 1st line IT support customer service for our University user community via all Service Desk contact channels
• Delivering efficient solutions by diagnosing and solving IT problems, collaborating closely and elevating to 2nd and 3rd line teams.
• Using your investigative skills and initiative to resolve queries with a focus on the customer experience.
• Creating knowledge articles and IT documentation.
• Developing your IT skills, and gaining experience across a wide range of university systems, processes and policies.

What you’ll bring

• Experience in a customer service environment and a good understanding of IT operating systems and software.
• Excellent customer service skills, verbal and written, with the confidence to communicate effectively with all customers.
• Great team working skills with the ability to work as part of a multi-skilled team.
• Capability of independent working using your own initiative to find non-standard solutions.
• An ambition to develop your career in customer service and have a keen curiosity in IT.

What the University of Sheffield offers
We’re one of the best not-for-profit organisations to work for in the UK. The University’s Total Reward Package includes a competitive salary, a generous Pension Scheme and annual leave entitlement, as well as access to a range of learning and development courses to support your personal and professional development.
We build teams of people from different heritages and lifestyles whose talent and contributions complement each other to the greatest effect. We believe diversity in all its forms delivers greater impact through research, teaching and student experience.
To find out what makes the University of Sheffield a remarkable place to work, watch this short film: www.youtube.com/watch?v=7LblLk18zmo, and follow @sheffielduni and @ShefUniJobs on Twitter for more information.

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