CRM Service Desk Analyst

The University of Oxford is a stimulating work environment, which enjoys an
international reputation as a world-class centre of excellence. Our research
plays a key role in tackling many global challenges, from reducing our carbon
emissions to developing vaccines during a pandemic.





The Development and Alumni Relations Systems team (DARS) manages the
university’s dedicated fundraising CRM System, specifically created for Higher
Education. This comprehensive tool is used by development and alumni relations
experts across the University, serving Colleges, Departments, and central
University offices. It forms the foundation of fundraising efforts for various
teams.





The CRM Service Desk Analyst (known internally as DARS Service Desk Officer)
plays a crucial role in the DARS team. Their main responsibility is to
coordinate and provide support and assistance to users across the collegiate
University, ensuring that their technical issues are addressed, to deliver
quick and effective solutions that enhance the overall user experience and
that they are satisfied with the services they receive. With over 500 users
across the University and more than 50 colleges and departments, this is a
vital role that offers a wide variety of interesting challenges and the
opportunity to be involved in many different aspects of the university.





**About the Role**



• The primary responsibility of the DARS Service Desk Analyst is to be the
first line support for all CRM users across the collegiate university,
coordinating and providing technical support and assistance to end-users.



• They are responsible for troubleshooting and resolving technical and
software problems and involving relevant specialist colleagues if required,
ensuring prompt query resolution.



• They are also responsible for documenting and maintaining records and
reports on all support requests and resolutions, to inform future training and
systems development.








**To Be Successful You ’ll Need:**



• A logical approach to problem solving, attention to detail and the ability
to think around issues



• The ability to articulate complex technical ideas and solutions into
language non-experts can understand



• A strong understanding of computer systems and software applications,
preferably with CRM experience in Salesforce or Microsoft Dynamics or
Blackbaud CRM.



• An understanding of the requirements of customer-orientated roles, evidenced
by excellent customer service and interpersonal skills to provide positive
user experiences.



• Ability to prioritize and manage multiple tasks effectively with a
willingness to work as part of a team and an approachable and helpful attitude





**What We Offer**



As an employer, we value the wellbeing and development of all our employees.
We offer a comprehensive range of benefits, including:



• 38 days annual leave (including public holidays)



• Hybrid working arrangements for a healthy work-life balance



• Extensive personal and professional development opportunities



• Membership to CASE to support your professional development as an
educational advancement professional



• Supportive childcare services and other family-friendly leave schemes for
working parents, guardians and those with caring responsibilities



• Generous family leave for pregnancy, adoption, paternity, and shared
parental leave



• Excellent contributory pension scheme for your financial future



• Salary sacrifice scheme for additional savings



• Subsidised sports centre membership to promote well-being



• Cycle loan scheme to encourage sustainable commuting



• Discounted bus and transit travel





In addition, you will have access to a vibrant community with social groups
and sports clubs fostering an inclusive atmosphere.





**Application process:**



*• * _Click the link to ‘Apply’ and follow the on-screen instructions. You will be taken to our online Applicant portal._



*• * _Applications should consist of a full CV and a letter of application (maximum of 2 pages) outlining your motivations to apply for this role, your relevant experience and how you meet the criteria of the person specification._





Only applications received before 12.00 noon on **7 February 2024** can be
considered.



Interviews are currently scheduled to take place week commencing **19 February
2024** , in person in Oxford.





_The_ _Development Office_ _is committed to having a team that is made up of
diverse skills and experiences. We encourage applicants from all sectors of
the community and are especially keen to encourage candidates from under-
represented groups to apply._