Details
1080647
University of Warwick
03/06/2024
2 Months
36.5 hours - Monday - Friday (Full time)
Smart Casual
Pay
£13.24
£1.60
Description
Role
To provide support services to all Customers of IDG services and products. To represent IDG in a professional manner at all times when engaging with end users and display confidence in service support to end users.
To act as the first point of contact to provide troubleshooting, first time resolutions, help and advice for end users visiting the IDG Drop-in in the Library. Displaying end user focus at all times to provide empathy and resolutions to end users to ensure their needs are met. To provide smart hands support to help identify technical issues for all end user support.
Provide confident support across hardware and software platforms and products, escalating support to specialist teams were appropriate. Engaging with internal and external service providers to communicate and escalate as appropriate. Proficient in understanding of Microsoft products and adaptable to understanding the services and products used within a complex organisation.
To work in a secure manner which shows diligence in data handling, security and confidentiality at all times. To act as a communication point for end users on behalf of wider IDG Service departments.
Duties and responsibilities
Working on digital support tasks:
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Responding to escalated service requests with professionalism and timeliness
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Communicating positively with users / customers, avoiding technical jargon
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Resolving end user issues and providing work arounds / resolutions to deal with end user issues.
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Applying knowledge to issues and acting as an escalation pathway for more complex problems
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Documenting solutions within a common knowledge base and utilising knowledge base to deliver accepted solutions.
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Ensuring confidentiality, integrity and appropriate access to all data which may be supplied for use by both the service desk team and where escalation is required.
Improving IT outputs:
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Identifying repeating or common issues, proposing, and escalating to appropriate specialists or providers for further analysis
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Self-Development, continual learning. Following technology trends.
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Ensuring services are delivered professionally at all times, displaying excellent customer service skills and empathy.
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Communicating clearly and efficiently.
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Working within agreed service levels to ensure timely end user communications.
Service Desk Analyst:
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To provide support to end users as the first point of contact for incidents and requests.
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Embracing self-service technologies such as live chat and the self-service portal, to assist users in resolving their issue without need for escalation to support helpdesks where possible.
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Proficient in the use and understanding of knowledge base and technically aware to assist in identifying live problems and incidents. To have a good general understanding of desktop technologies and use of remote support tools to help assist users at the first point of contact.
Skills and experience
- Experience within a similar end user or customer focused support role (E)
- Experience of working in technical environments (E)
- Experience of using Microsoft based applications and software / general computing experience (E)
- Previous experience of working effectively with teams, escalating and prioritising incidents and requests (E)
- Experience of ownership of incidents and requests that do not require escalation (E)
- Experience of working in a customer facing role using remote support tools (E)
- Experience of identifying potential problems and issues from first line contact by users (E)
- Strong communication skills, verbal and written (E)
- Attention to detail and accurate recording of actions performed and data gathered. (E)
- Analytical thinking to troubleshoot problems and issues with users (E)
- User focused communication skills to ensure understanding, providing clear explanations at all times (E)
Location
On Campus
Additional information
Advert closes on the 23rd May