Service Desk Analyst
| Dyddiad hysbysebu: | 29 Mai 2025 |
|---|---|
| Cyflog: | £25,732 i £28,380 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 15 Mehefin 2025 |
| Lleoliad: | Wrexham, Wales |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Wrexham University |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 2425744 |
Crynodeb
The Service Desk is the first point of contact to access Information Services, handling a wide variety of enquires. An exciting opportunity is available for a Service Desk Analyst to join the Learning and Digital Support Team, working to support students and staff to a high standard. The role will respond to faults, issues, problems and requests. The Team endeavours to provide excellent customer service and maximise the number of customer contacts resolved at the first point of enquiry and operates across a variety of channels including face-to-face support, email, and other digital channels.
Reporting to the Senior Service Desk Analyst, the Service Desk Analyst will be responsible for handling IT queries including IT incident reporting and service requests, plus a range of general service enquiries. The postholder will make frequent use of our ITSM platform, which is used to record and manage logged calls and the associated workflow around them.The Service Desk Analyst is often the first point of contact with users and in addition to technical competence, they must possess excellent customer service skills to deliver responsive and effective 1st and 2nd line IT support.
The successful applicant must be able to stay calm and confident in difficult or pressurised situations. You will be able to handle and resolve technical IT enquiries, primarily around desktop devices, including laptops, phones, tablets, printers, and other peripherals, as well as the Microsoft Office productivity toolset (M365, email, Microsoft Teams, Microsoft Telephony), network access, authentication, and anti-malware solutions. Excellent team-working skills are required.
The ability to speak Welsh is desirable, but not essential.
If you would like to know more about this role, informal enquiries can be made to Sam Kassam, Senior Service Desk Analyst, Sam.Kassam@wrexham.ac.uk
Reporting to the Senior Service Desk Analyst, the Service Desk Analyst will be responsible for handling IT queries including IT incident reporting and service requests, plus a range of general service enquiries. The postholder will make frequent use of our ITSM platform, which is used to record and manage logged calls and the associated workflow around them.The Service Desk Analyst is often the first point of contact with users and in addition to technical competence, they must possess excellent customer service skills to deliver responsive and effective 1st and 2nd line IT support.
The successful applicant must be able to stay calm and confident in difficult or pressurised situations. You will be able to handle and resolve technical IT enquiries, primarily around desktop devices, including laptops, phones, tablets, printers, and other peripherals, as well as the Microsoft Office productivity toolset (M365, email, Microsoft Teams, Microsoft Telephony), network access, authentication, and anti-malware solutions. Excellent team-working skills are required.
The ability to speak Welsh is desirable, but not essential.
If you would like to know more about this role, informal enquiries can be made to Sam Kassam, Senior Service Desk Analyst, Sam.Kassam@wrexham.ac.uk
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd
Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.