14 July 2017

Interview date: 03 August 2017

Information Services are looking for an experienced IT customer service professional to join the Service Desk Team. The Service Desk supports over 30000 customers as a single point of contact, handling and resolving incidents and processing and actioning requests for change on a daily basis.

In addition to supporting customers via the telephone, online text chat and through remote management tools, as a Senior Analyst, the role holder will have a responsibility to support the Change Manager in processing and verify changes, identifying those that may require escalation to the Customer Service Delivery Manager or the Change Advisory Board.

The ideal candidate will have experience working on a technical service desk or call centre environment. ITIL v3 qualified at foundation level is essential, and a knowledge of change management processes would be desirable.

This role demands a highly organised and motivated individual with the passion to deliver excellent customer service and satisfaction, a team player able to work under pressure