1st Line IT Service Desk Analyst

Swansea University is a research-led university that has been making a difference since 1920. The University community thrives on exploration and discovery and offers the right balance of excellent teaching and research, matched by an enviable quality of life.

Our stunning waterfront campuses and multicultural community make us a desirable workplace for colleagues from around the world. Our reward and benefits, and ways of working enable those who join us to have enriching careers, matched by an excellent work-life balance.

About The Role

The 1st Line IT Service Desk Analyst will work within the Service Desk team, the wider Digital Services department and in partnership with other Professional Service departments to deliver high quality IT support to our Students and

Staff in the following functions

• Customer Service – Provide excellent Customer Service for all Students & Staff engaging with Digital Services across both of our Campuses, including at business events & activities including (but not limited to) Clearing, Enrolment, Conferences and Open Days
• Incident Management and Request Fulfilment – Follow the Incident Management and Request Fulfilment processes, in line with Service Desk objectives, to resolve as many Incidents and Requests as possible (using all appropriate data sources such as historical incidents or requests, knowledge bases, experience and knowledge within the IT Service Desk team). Escalate appropriately any such Incidents or Requests that cannot be resolved in an appropriate timescale.
• Continual Service Improvement – Contribute to development of processes where none exist, and the creation, review and maintenance of knowledge bases, to assist with ongoing incident or request resolution.

This role will suit applicants who have a passion for delivering excellent customer service and have a keen interest or some experience in IT.

The post holder will need to be highly organised, proactive, with a strong eye for detail and ability to problem-solve.

The role will involve working closely with IT staff from Digital Services so the ability to form effective working relationships and gain a thorough understanding of academic programmes and regulations is essential.

The post holder is responsible for ensuring they work in accordance with all University policies and procedures, governance and constitutional frameworks, seeking guidance from team leaders/managers where appropriate.