Are you ready to join a world-class institution and be part of a dynamic IT Services department at the University of Oxford? We're looking for a talented Service Desk Analyst to join our dedicated team on the central IT Service Desk. IT Services is a key department that ensures the University has the robust, reliable and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research and administration. The central IT Service Desk provides first line support to all areas of the organisation, managing enquires via telephone, online enquiries and remote support. In this team, each member works to demonstrate the skills and expertise to provide a consistent, high quality single point of contact whilst maintaining customer satisfaction. Why Choose Us At the University of Oxford, we prioritise our employees' wellbeing. We offer a range of benefits, including: 30 days of annual leave (plus the 8 public holidays) Extensive personal and professional development plans and opportunities to foster growth A comprehensive range of childcare services An excellent contributory pension scheme Subsidised membership of the University Sports Centre Bicycle loan, repair and purchasing schemes Discounted bus & train passes schemes and Season Ticket travel loans Car benefit scheme for electric and ultra-low emissions vehicles A departmental hybrid working policy, with a pattern of onsite and remote working Moreover, the University hosts a wide array of social groups and sports clubs, making your experience here about much more than just work. About the Role: As a Service Desk Analyst, you will: Provide first line support to members of the University, handling enquires via telephone, online and remote support. Act as a customer champion, signposting and providing specialist advice and support for a broad range of IT related issues. Work together as part of a team to share knowledge and deliver a consistent service, adhering to departmental processes and procedures. About You: To excel in this exciting role, you should be someone who: Has outstanding verbal and written communication skills to effectively aid our customers. Strives for excellence and has exceptional customer service skills. Can concisely explain technical concepts in everyday terms. Has an appetite to learn new skills and demonstrate an enthusiasm for helping others. Demonstrates a keen desire to understand and support the widening range of technology in use within this diverse workplace. Application Process You will be required to upload a cover letter/supporting statement, CV and the details of two referees as part of your online application. The closing date for applications to be submitted is Monday 04 December 2023 at 12:00 noon. Interviews are expected to take place on the week commencing 11 December and take place in person.
street address
extended address
Information Communication Technology Support Team
Is Part Of
HTML description of Service Desk Analyst
preferred label
primary Site
License
NTriples description of Service Desk Analyst
email
site principal
valid through (0..1)
Unit price specification
RDF/XML description of Service Desk Analyst
hidden label
a un site
sotto-Organization di
ha sede
Voice
Job Description _________________________________________________________________________ Summary Job title Service Desk Analyst Division University Administration and Services (UAS) Department IT Services Location Central Oxford. The Department operates a hybrid working policy, with a pattern of onsite and remote working to be agreed with the line manager. Office Address: Dartington House, Little Clarendon Street, Oxford OX1 2HS Grade and salary Grade 5: £28,759 - £33,966 with a discretionary range up to £37,099 per annum Hours Full Time Contract type Permanent Reporting to Service Desk Team Leader Vacancy reference 169370 Additional information While this is a full-time post, we also welcome applications from candidates who wish to work part-time (minimum 30 hours/0.8 FTE) and/or flexibly The role The central IT Service Desk provides the principal point of contact for IT queries from professional staff, IT Support Officers, academics and students in colleges and departments. The service desk plays a key customer advocacy role, delivering services to support customer needs and inform IT services objectives. The team act as customer champions, signposting and providing specialist advice and support for a broad range of IT related issues. Reporting to one of two Team Leaders, the Service Desk Analyst (SDA) works alongside others with responsibility for knowledge management, self-help, self-service and related IT service management processes. SDAs work together as a team to share knowledge and deliver a consistent service, adhering to departmental processes and procedures. They take ownership of customer queries via incidents and requests and are required to collaborate with colleagues within IT Services and beyond in order ensure appropriate and timely solutions. This is a fast paced and varied role, requiring excellent customer service skills as well as a broad range of IT knowledge. Responsibilities • Provide advice and support to customers by telephone or online whilst accurately and consistently documenting all service desk interactions to ensure that relevant information is captured and understood • Maintain and enhance customer satisfaction throughout the lifecycle of service desk interactions by acting respectfully, courteously and positively • Set customer expectations for a good service experience, through gaining confidence and trust and building rapport • Investigate IT issues in order to resolve incidents and share knowledge. This can involve undertaking research and interpreting procedures to answer more complex questions as appropriate. • Know and implement the rules for eligibility to IT Services accounts, as well as for discretionary extension of access to computer facilities • Work collaboratively and maintain knowledge and skills in order to assist with implementing changes to service • Adhere to service desk processes and procedures, assisting with the production of these and highlighting any inconsistencies or potential improvements • Produce and contribute to user-facing and technical knowledge articles in line with departmental expectations • Maintain awareness of service changes and adhere to IT services protocols • Contribute to and represent the service desk during IT services projects and programme management activity. • Keep up to date with rapid developments in IT and the services provided by IT Services. • Make a positive contribution to the team, e.g. through active participation in team meetings; demonstrating discretionary effort; completing tasks; contributing ideas. • Develop and maintain expertise and skills across supported services, through making use of knowledge resources and undertaking training. • Be familiar with key ITSM and university standards and regulations, escalating any infringements in line with organisational guidance. Selection criteria Essential selection criteria • Excellent verbal and written communication skills • An active/empathic listener • Excellent organisational skills with the ability to multi-task • Ability to manage own time effectively and to be prompt and punctual • Experience of working effectively within a team and collaborating with others to achieve a goal • Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques • Drive, self-motivation and ability to work under own initiative • Ability to follow processes and procedures • Ability to work accurately and confidently with service desk tools and technology • Experience of delivering a high level of customer service • The necessary skills and attributes to integrate successfully into a busy team Job Description and Selection Criteria 169370- Service Desk Analyst 2 Desirable selection criteria • • • • • IT support experience within higher education institutions ITIL Foundation or higher Knowledge and experience of using ITSM tools and systems Knowledge and experience of supporting range of IT applications, platforms and technologies CompTIA+ or equivalent certification(s) Pre-employment screening Standard checks If you are offered the post, the offer will be subject to standard pre-employment checks. You will be asked to provide: proof of your right-to-work in the UK; proof of your identity; and (if we haven’t done so already) we will contact the referees you have nominated. You will also be asked to complete a health declaration so that you can tell us about any health conditions or disabilities for which you may need us to make appropriate adjustments. Please read the candidate notes on the University’s pre-employment screening procedures at: About the University of Oxford Welcome to the University of Oxford. We aim to lead the world in research and education for the benefit of society both in the UK and globally. Oxford’s researchers engage with academic, commercial and cultural partners across the world to stimulate high-quality research and enable innovation through a broad range of social, policy and economic impacts. We believe our strengths lie both in empowering individuals and teams to address fundamental questions of global significance, while providing all our staff with a welcoming and inclusive workplace that enables everyone to develop and do their best work. Recognising that diversity is our strength, vital for innovation and creativity, we aspire to build a truly diverse community which values and respects every individual’s unique contribution. While we have long traditions of scholarship, we are also forward-looking, creative and cutting-edge. Oxford is one of Europe's most entrepreneurial universities and we rank first in the UK for university spin-outs, and in recent years we have spun out 15-20 new companies every year. We are also recognised as leaders in support for social enterprise. Join us and you will find a unique, democratic and international community, a great range of staff benefits and access to a vibrant array of cultural activities in the beautiful city of Oxford. For more information, please visit www.ox.ac.uk/about/organisation. IT SERVICES The role of IT Services is to ensure that the University of Oxford has the robust, reliable, and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research, administration and strategic planning. IT Services, headed by the University’s Chief Information Officer, has around 320 staff across 2 buildings, an annual revenue budget of £22m and an IT capital plan of £60M across three years. The department is divided into groups covering infrastructure services, projects and programmes, software development, and customer services. Our aim is to attract and retain a workforce that is diverse, skilled, creative, and committed. We encourage flexibility in how we work, and welcome part time and flexible working arrangements. As a department we encourage a culture where we respect each other, are accountable for what we do, where we collaborate, give and receive constructive feedback and challenge one another. IT Services is a place where we value and recognise both our own and the contributions of others. By doing so we want to create a great culture to work in and a place where we all feel we belong. For more information please visit: http://www.it.ox.ac.uk/ Job Description and Selection Criteria 169370- Service Desk Analyst 3 University Administration and Services (UAS) University Administration and Services (UAS) is the collective term for the professional services departments of the University. UAS comprises structures to: • • • support the University’s core academic purposes of teaching, learning and research; ensure the University can meet the requirements of government, funding bodies and other external agencies; and facilitate the attainment of the objectives set out in the University’s Strategic Plan. The offices of the UAS sections are spread across the city centre, with the main University Offices located in Wellington Square. For more information please visit: http://www.admin.ox.ac.uk How to apply Applications are made through our online recruitment portal. Information about how to apply is available on our Jobs website https://www.jobs.ox.ac.uk/how-to-apply. Your application will be judged solely on the basis of how you demonstrate that you meet the selection criteria stated in the job description. As part of your application you will be asked to provide details of two referees and indicate whether we can contact them now. You will be asked to upload a CV and a supporting statement. The supporting statement must explain how you meet each of the selection criteria for the post using examples of your skills and experience. This may include experience gained in employment, education, or during career breaks (such as time out to care for dependants) Please upload all documents as PDF files with your name and the document type in the filename. All applications must be received by midday UK time on the closing date stated in the online advertisement. Information for priority candidates A priority candidate is a University employee who is seeking redeployment because they have been advised that they are at risk of redundancy, or on grounds of ill-health/disability. Priority candidates are issued with a redeployment letter by their employing department(s). If you are a priority candidate, please ensure that you attach your redeployment letter to your application (or email it to the contact address on the advert if the application form used for the vacancy does not allow attachments). If you need help Application FAQs, including technical troubleshooting advice is available at: https://staff.web.ox.ac.uk/recruitment-support-faqs Non-technical questions about this job should be addressed to the recruiting department directly hr@it.ox.ac.uk To return to the online application at any stage, please go to: www.recruit.ox.ac.uk. Please note that you will receive an automated email from our online recruitment portal to confirm receipt of your application. Please check your spam/junk mail if you do not receive this email. Job Description and Selection Criteria 169370- Service Desk Analyst 4 Important information for candidates Data Privacy Please note that any personal data submitted to the University as part of the job application process will be processed in accordance with the GDPR and related UK data protection legislation. For further information, please see the University’s Privacy Notice for Job Applicants at: https://compliance.admin.ox.ac.uk/job-applicant-privacypolicy. The University’s Policy on Data Protection is available at: https://compliance.admin.ox.ac.uk/dataprotection-policy. The University’s policy on retirement The University operates an Employer Justified Retirement Age (EJRA) for very senior research posts at grade RSIV/D35 and clinical equivalents E62 and E82 of 30 September before the 70th birthday. The justification for this is explained at: https://hr.admin.ox.ac.uk/the-ejra. For existing employees on these grades, any employment beyond the retirement age is subject to approval through the procedures: https://hr.admin.ox.ac.uk/the-ejra. There is no normal or fixed age at which staff in posts at other grades have to retire. Staff at these grades may elect to retire in accordance with the rules of the applicable pension scheme, as may be amended from time to time. Equality of opportunity Entry into employment with the University and progression within employment will be determined only by personal merit and the application of criteria which are related to the duties of each particular post and the relevant salary structure. In all cases, ability to perform the job will be the primary consideration. No applicant or member of staff shall be discriminated against because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Job Description and Selection Criteria 169370- Service Desk Analyst 5 Benefits of working at the University Employee benefits University employees enjoy 38 days’ paid holiday, generous pension schemes, travel discounts, and a variety of professional development opportunities. Our range of other employee benefits and discounts also includes free entry to the Botanic Gardens and University colleges, and discounts at University museums. See https://hr.admin.ox.ac.uk/staff-benefits University Club and sports facilities Membership of the University Club is free for all University staff. The University Club offers social, sporting, and hospitality facilities. Staff can also use the University Sports Centre on Iffley Road at discounted rates, including a fitness centre, powerlifting room, and swimming pool. See www.club.ox.ac.uk and https://www.sport.ox.ac.uk/. Information for staff new to Oxford If you are relocating to Oxfordshire from overseas or elsewhere in the UK, the University's Welcome Service website includes practical information about settling in the area, including advice on relocation, accommodation, and local schools. See https://welcome.ox.ac.uk/ There is also a visa loan scheme to cover the costs of UK visa applications for staff and their dependants. See https://staffimmigration.admin.ox.ac.uk/visa-loan-scheme Family-friendly benefits With one of the most generous family leave schemes in the Higher Education sector, and a range of flexible working options, Oxford aims to be a family-friendly employer. We also subscribe to the Work+Family Space, a service that provides practical advice and support for employees who have caring responsibilities. The service offers a free telephone advice line, and the ability to book emergency back-up care for children, adult dependents and elderly relatives. See https://hr.admin.ox.ac.uk/my-family-care Childcare The University has excellent childcare services, including five University nurseries as well as University-supported places at many other private nurseries. For full details, including how to apply and the costs, see https://childcare.admin.ox.ac.uk/ Disabled staff We are committed to supporting members of staff with disabilities or long-term health conditions. For further details, including information about how to make contact, in confidence, with the University’s Staff Disability Advisor, see https://edu.admin.ox.ac.uk/disability-support Staff networks The University has a number of staff networks including the Oxford Research Staff Society, BME staff network, LGBT+ staff network and a disabled staff network. You can find more information at https://edu.admin.ox.ac.uk/networks The University of Oxford Newcomers' Club The University of Oxford Newcomers' Club is an organisation run by volunteers that aims to assist the partners of new staff settle into Oxford, and provides them with an opportunity to meet people and make connections in the local area. See www.newcomers.ox.ac.uk. Oxford Research Staff Society (OxRSS) A society run by and for Oxford University research staff. It offers researchers a range of social and professional networking opportunities. Membership is free, and all researchers employed by Oxford University are welcome to join. Subscribe at researchstaff-subscribe@maillist.ox.ac.uk to join the mailing list to find out about upcoming events and other information for researchers, or contact the committee on committee@oxrss.ox.ac.uk. For more information, see www.ox.ac.uk/oxrss, Twitter @ResStaffOxford, and Facebook www.facebook.com/oxrss. Job Description and Selection Criteria 169370- Service Desk Analyst 6
University Administration and Services (UAS)
tiene sede principal en
notation
locality
es suborganización de
address
postal code
has exact match
OxPoints
sede principale
Title
Are you ready to join a world-class institution and be part of a dynamic IT Services department at the University of Oxford? We're looking for a talented Service Desk Analyst to join our dedicated team on the central IT Service Desk. IT Services is a key department that ensures the University has the robust, reliable and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research and administration. The central IT Service Desk provides first line support to all areas of the organisation, managing enquires via telephone, online enquiries and remote support. In this team, each member works to demonstrate the skills and expertise to provide a consistent, high quality single point of contact whilst maintaining customer satisfaction. **Why Choose Us** At the University of Oxford, we prioritise our employees' wellbeing. We offer a range of benefits, including: * 30 days of annual leave (plus the 8 public holidays) * Extensive personal and professional development plans and opportunities to foster growth * A comprehensive range of childcare services * An excellent contributory pension scheme * Subsidised membership of the University Sports Centre * Bicycle loan, repair and purchasing schemes * Discounted bus & train passes schemes and Season Ticket travel loans * Car benefit scheme for electric and ultra-low emissions vehicles * A departmental hybrid working policy, with a pattern of onsite and remote working Moreover, the University hosts a wide array of social groups and sports clubs, making your experience here about much more than just work. **About the Role:** As a Service Desk Analyst, you will: * Provide first line support to members of the University, handling enquires via telephone, online and remote support. * Act as a customer champion, signposting and providing specialist advice and support for a broad range of IT related issues. * Work together as part of a team to share knowledge and deliver a consistent service, adhering to departmental processes and procedures. **About You:** To excel in this exciting role, you should be someone who: * Has outstanding verbal and written communication skills to effectively aid our customers. * Strives for excellence and has exceptional customer service skills. * Can concisely explain technical concepts in everyday terms. * Has an appetite to learn new skills and demonstrate an enthusiasm for helping others. * Demonstrates a keen desire to understand and support the widening range of technology in use within this diverse workplace. **Application Process** You will be required to upload a cover letter/supporting statement, CV and the details of two referees as part of your online application. The closing date for applications to be submitted is **Monday 04 December 2023** at 12:00 noon. Interviews are expected to take place on the week commencing **11 December** and take place in person.
has site
Address
Format
Past vacancies at the University of Oxford
Job Description 169370 - Service Desk Analyst
Dartington House, Little Clarendon Street, Oxford, OX1 2HS
Fax
subOrganization of
tiene sede en
Turtle description of Service Desk Analyst
Subject
sous-Organization de
country name
Source
Notation3 description of Service Desk Analyst
telephone