Junior IT Service Desk Analyst

We are seeking two Junior IT Service Desk Analysts to join our well-established team of IT Support staff. This frontline, customer-facing team works in a fast-paced IT Service Desk environment to deliver quality IT support to staff and students.

School/Section

Digital & Information Services

Staff Category

Secretarial

Duration of Post

Substantive

As a first point of contact for IT Services, the main duties include resolving customer queries via email, live chat, in person or on the phone, and recording them using our call-logging software. The team can deal with up to 1,250 calls per week. You will provide answers to a broad range of queries, and will handle all stages of customer queries, including taking accurate notes and either resolving issues or transferring calls on to other support teams.

Excellent customer and interpersonal skills are vital. We expect candidates to have previous experience of working in a service desk or similar retail or customer-facing environment. You will need a confident, professional manner when dealing with people; experience of telephone call handling and providing remote IT support is an advantage.

The role requires an aptitude for IT, with experience of common software applications such as MS Office, as well as knowledge of and interest in a range of operating systems and mobile technologies. The role requires some experience of installing & configuring common end-user software, hardware, and mobile devices.

While we are flexible and open to a hybrid blend of on-campus and off-campus working, Desk staff must come onto campus, as part of a rota, to staff our face-to-face Service Desks. Service Desk staff work five days out of seven per week, for a total of 36.5 hours per week. The IT Service Desk are expected to work Saturdays and Sundays on a rotational basis, monitoring services and responding to emails and live chat. Face-to-face services are not open on weekends. The norm would be to work one weekend day, once every 4-5 weekends, depending on staffing levels.

This is a varied, busy and responsible role in a supportive environment within a team of knowledgeable and enthusiastic IT Support staff. Full on the job training will be provided, and you will be working within a framework that ensures development, progression, and an excellent foundation for a career in IT.

When applying, please provide a covering letter outlining how your skills and experiences are relevant to the post. Informal enquiries should be made to Iain Cameron, User Services Manager: i.cameron@abdn.ac.uk

Salary will be at the appropriate point on Grade 3, £21,197 – £23,715 per annum with placement according to qualifications and experience.

This post does not meet the minimum requirements for visa sponsorship under the Skilled Worker Route. We are therefore unable to consider applicants for this post that require sponsorship to work in the UK.

To apply online for this position visit www.abdn.ac.uk/jobs

Job Reference Number:  ITS253S

The closing date for the receipt of applications is 16 October 2022

The Directorate of Digital and Information Services embraces a diverse working environment and recognises the many benefits this can bring.  Applications from individuals from across all of the equality protected characteristics are encouraged.