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Position: Service Management Advisor - Service Desk
Institution: Cardiff University
Location: Cardiff, Wales, United Kingdom
Duties: Under direction contribute to the diagnosis and options for resolution of low complexity hardware and software incidents, adhering to defined procedures, resolving incidents at first point of contact where possible. Follow, convey and where necessary explain documented procedures and processes for commonly requested IT services. Carry out a range of documented routine tasks and maintenance of appropriate records, including responding to general enquiries about any of the services offered by University IT. Identify, log and categorise all requests for service, and close records when resolved according to defined policies and procedures
Requirements: Experience of supporting and troubleshooting common IT hardware and software applications in a customer focused IT environment. Evidence of good communication, interpersonal skills, able to interpret and convey information in the most appropriate manner. Experience of delivering customer focused services in person, in writing or over the telephone. Ability to work as part of a team or on own initiative, including the ability to plan, prioritise and organise own workload within established timescales. Ability to be pro-active when dealing with requests for assistance, whilst remaining calm and work effectively under pressure
   
Text: http://krb-sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=30011&siteid=5460&PageType=JobDetails&jobid=1403650 Back Job search Cardiff Home Sign in Loading Loading Job Search School / Directorate Grade Career Pathway Close Close Application limit reached. Close You have already applied for this job. Check your applications. Service Management Advisor - Service Desk 7963BR University IT Technical Advert Service Management Advisor - Service Desk Within University IT, the Service & Operations Group is responsible for the day to day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT service desk, incident & problem management, change, configuration & release management, service delivery and data centre operations. As part of the professional service desk team you will provide a highly friendly and customer focused face to the services offered by University IT. You will act as the first point of contact for all IT issues, including fault reporting and first line problem resolution, customer service and communication. You will be dedicated to the provision of efficient, effective and quality driven customer support services to staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University. ​This post is full-time and open-ended. Salary: £19,202 - £21,414 per annum (Grade 3) Date advert posted: Friday, 2 November 2018 Closing date: Monday, 19 November 2018 Please be aware that Cardiff University reserves the right to close this vacancy early should sufficient applications be received. Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements. Job Description The post holder will: • Under direction contribute to the diagnosis and options for resolution of low complexity hardware and software incidents, adhering to defined procedures, resolving incidents at first point of contact where possible. • Follow, convey and where necessary explain documented procedures and processes for commonly requested IT services. • Carry out a range of documented routine tasks and maintenance of appropriate records, including responding to general enquiries about any of the services offered by University IT. • Identify, log and categorise all requests for service, and close records when resolved according to defined policies and procedures. • Identify opportunities for improvement through delivery of your role, generating proposals for consideration. • Carry out assigned tasks according to priority, keeping users informed of progress and monitoring resolution activity to achieve agreed levels of service. • Respond to enquiries or requests for service from users, and deal effectively with enquires or requests of low complexity, recognising when to escalate with appropriate dissemination of information for continued action towards resolution. • Gather and analyse data to update administrative systems with accurate information, establishing basic trends and patterns. • Effectively communicate information verbally and in writing at the appropriate level. • Work effectively as part of a team and build relationships with members of University IT to ensure high quality services are provided at the required point of contact according to business needs. • Participate in any projects appropriate to grade and/or skill set. • Have or be prepared to develop an appropriate knowledge/skill level in the current technologies in use and to develop an appropriate knowledge/skill level in any new service introduced by University IT. • Carry out some duties associated with a more senior role for developmental purposes or for a more junior role for operational reasons. • Perform other duties occasionally which are not included above, but which will be consistent with the role. Person Specification Essential Criteria Experience 1. Experience of supporting and troubleshooting common IT hardware and software applications in a customer focused IT environment. 2. Evidence of good communication, interpersonal skills, able to interpret and convey information in the most appropriate manner. 3. Experience of delivering customer focused services in person, in writing or over the telephone. 4. Ability to work as part of a team or on own initiative, including the ability to plan, prioritise and organise own workload within established timescales. 5. Ability to be pro-active when dealing with requests for assistance, whilst remaining calm and work effectively under pressure. 6. Ability to use initiative in solving problems and responding to queries, ensuring compliance with standard procedures and practices. 7. Evidence of competency through the process of proactively acquiring and applying new skills, and a willingness to undertake training and professional development. 8. Evidence of following, adhering to and contributing towards documented procedures and processes. 9. Fluency in Welsh, Oral and Written Desirable Criteria 1. Experience of capturing information relating to service requests and incidents. 2. Foundation qualification in ITIL, or similar. 3. Experience of working in a Higher Education environment Additional Information Standard Expectations As an employee of Cardiff University the post holder will: · Ensure compliance with legal and regulatory requirements in respect of equality and diversity, data protection, copyright and licensing, security, financial and other University policies, procedures and codes as appropriate. · Take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work in accordance with the Health and Safety at Work Act 1974, EC directives and the University’s Safety, Health and Environment Policies and procedures and to cooperate with the University on any legal duties placed on it as the employer. Salary Range Min. 19,202 Salary Range Max. 21,414 Job Category Information Technology Grade Grade 3 Apply for job Save Scroll to top English (International) IBM Online Privacy Statement Back Change language Cymraeg
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