Lead Service Desk Coordinator

The IT Service Desk is a key strategic service within the University that delivers a 1st and 2nd line IT support function to all members of the Institution.

Working as part of a team of valued staff, you will assist and contribute to the smooth delivery of the IT Service Desk to support staff and students, diagnosing and solving enquiries across a wide range of IT services, software and network connections.

This is a senior role within the team acting in a supervisory capacity, coaching and mentoring other IT Service Desk team members, and has responsibility for ensuring the team’s workload is processed in a timely manner by proactively monitoring call queues and other workstreams. You will also act as a liaison between technical groups (in-house and third party) and university customers to provide up-to-date information regarding outstanding Service Desk calls.

In addition, you will be responsible for the creation and review of documentation, ensuring all common tasks are recorded in guides and a knowledge base and proactively suggest and make improvements to
our service offering.

You will also work with the Service Desk Manager on the development of a new IT Service Management tool, becoming proficient in its use, help train others to use the system and provide basic day to day support for the tool.

You should have:

  • Significant experience of working in an IT Service Desk diagnosing and solving IT issues
  • A demonstrable record of successfully completing training in an IT discipline to an appropriate industry standard, as either a formal qualification or substantial work experience.
  • Excellent communication and interpersonal skills
  • The ability to negotiate with customers and colleagues and build long-lasting relationships within Information Services and across other departments.

This is a full-time, permanent post and we welcome applications from those wishing to job-share.

Further details:

The University is committed to creating and maintaining an inclusive environment for all staff regardless of age, disability, family or caring responsibilities, gender identity, marital status, pregnancy or maternity, race, religion or belief (including non-belief), sex and sexual orientation.

We embrace equality and diversity in our working, learning, research and teaching environment and are committed to maintaining a supportive and inclusive community. We particularly encourage applicants from Minority Ethnic backgrounds because the University is under-represented by Minority Ethnic staff.

For the vast majority of our roles, we operate an agile working system with time split between working on campus and at the employee's home. It is the University's expectation that home working will take place within the UK.

Further information about working for us, as well as the wide range of benefits we offer, can be found in the working with us section of our vacancies page.

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