CRM Service Desk Analyst

<div xmlns="http://www.w3.org/1999/xhtml"> <p></p><div>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.</div><br> <div>&#160;</div><br> <div>The Development and Alumni Relations Systems team (DARS) manages the university&#8217;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.</div><br> <div>&#160;</div><br> <div>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.</div><br> <div>&#160;</div><br> <div><strong>About the Role</strong></div><br> <div>&#8226; 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.</div><br> <div>&#8226; They are responsible for troubleshooting and resolving technical and software problems and involving relevant specialist colleagues if required, ensuring prompt query resolution.</div><br> <div>&#8226; They are also responsible for documenting and maintaining records and reports on all support requests and resolutions, to inform future training and systems development.</div><br> <div>&#160;<br> <br>&#160;</div><br> <div><strong>To Be Successful You&#8217;ll Need:</strong></div><br> <div>&#8226; A logical approach to problem solving, attention to detail and the ability to think around issues</div><br> <div>&#8226; The ability to articulate complex technical ideas and solutions into language non-experts can understand</div><br> <div>&#8226; A strong understanding of computer systems and software applications, preferably with CRM experience in Salesforce or Microsoft Dynamics or Blackbaud CRM.</div><br> <div>&#8226; An understanding of the requirements of customer-orientated roles, evidenced by excellent customer service and interpersonal skills to provide positive user experiences.</div><br> <div>&#8226; Ability to prioritize and manage multiple tasks effectively with a willingness to work as part of a team and an approachable and helpful attitude</div><br> <div>&#160;</div><br> <div><strong>What We Offer</strong></div><br> <div>As an employer, we value the wellbeing and development of all our employees. We offer a comprehensive range of benefits, including:</div><br> <div>&#8226; 38 days annual leave (including public holidays)</div><br> <div>&#8226; Hybrid working arrangements for a healthy work-life balance</div><br> <div>&#8226; Extensive personal and professional development opportunities</div><br> <div>&#8226; Membership to CASE to support your professional development as an educational advancement professional</div><br> <div>&#8226; Supportive childcare services and other family-friendly leave schemes for working parents, guardians and those with caring responsibilities</div><br> <div>&#8226; Generous family leave for pregnancy, adoption, paternity, and shared parental leave</div><br> <div>&#8226; Excellent contributory pension scheme for your financial future</div><br> <div>&#8226; Salary sacrifice scheme for additional savings</div><br> <div>&#8226; Subsidised sports centre membership to promote well-being</div><br> <div>&#8226; Cycle loan scheme to encourage sustainable commuting</div><br> <div>&#8226; Discounted bus and transit travel</div><br> <div>&#160;</div><br> <div>In addition, you will have access to a vibrant community with social groups and sports clubs fostering an inclusive atmosphere.</div><br> <div>&#160;</div><br> <div><strong>Application process:</strong></div><br> <div>*&#8226;&#160;*<em>Click the link to &#8216;Apply&#8217; and follow the on-screen instructions. You will be taken to our online Applicant portal.</em></div><br> <div>*&#8226;&#160;*<em>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.</em></div><br> <div>&#160;</div><br> <div>Only applications received before 12.00 noon on <strong>7 February 2024</strong> can be considered.</div><br> <div>Interviews are currently scheduled to take place week commencing <strong>19 February 2024</strong>, in person in Oxford.</div><br> <div>&#160;</div><br> <div><em>The</em> <em>Development Office</em> <em>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.</em></div> </div>