IT Service Desk Analyst

IT Services

We’re here to create and harness knowledge, to deliver opportunity for everyone.

About the Role

The focus of the role will be to provide excellent IT Service support as an initial point of contact for all service users. You will be responsible for IT fault diagnosis and resolution, for logging email queries and telephone calls relating to IT fault reports, and for assigning support calls to the relevant IT Services colleagues and/or third-party IT support agencies where required. You will also monitor and track the progress of calls and provide users with timely progress updates through to resolution ensuring an excellent customer experience.

In addition, you will assist with staff IT induction, systems documentation and perform IT systems administration and user management tasks as befits the role. The IT Service Desk team also assists in the provision of IT technical support services and installations, and the you may be required to perform these duties where appropriate.

For informal enquiries about this vacancy, please contact: Paul Beaven, IT Service Desk Manager at paul.beaven@edgehill.ac.uk

About You

As IT Service Desk Analyst, you will:

• Display a high standard of communication skills, both verbal and written.
• Employ linear / analytical thinking for problem solving.
• Remain calm under pressure, with the ability to prioritise tasks.
• Possess a strong combination of IT technical support knowledge and customer service skills.
• Have the ability to problem solve and troubleshoot issues across a range of IT hardware and software platforms.
• Be able to communicate effectively with customers who have varying levels of IT understanding.

At Edge Hill University we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

Rewards & Benefits

• A minimum of 36 days annual leave per annum (inclusive of bank holiday and University closure days)
• Discounted membership to our onsite state-of-the-art sport and leisure facilities
• Staff benefits scheme, which provides you with discounts across the high street, supermarket shopping, cinema tickets, dining out and more.
• A wide range of development programmes to enhance your career.
• Beautiful award-winning on-campus working environment.
• Automatic enrolment into the Local Government Pension Scheme with our employer contribution of 17.8%

For more information on our rewards and benefits click here.

About Us

At Edge Hill University we believe in the life changing opportunities knowledge can create. Since 1885, we’ve been creating access to knowledge for those who may not have had the opportunity to before.

Today, the effect we have has a far-reaching impact, not just for those who come to study here but for those who work, invest in, and live in our local communities too. So, if you’ve ever wondered if one person can make a difference, simply speak to our alumni, students, and award-winning staff.

Because for us education isn’t about how much you take in. It’s about what you take out into the world.

Inspiring minds and changing futures since 1885, Edge Hill University is “A great success story… an institution that improves and impresses year after year” – Times Higher Education.