As a Senior IT Service Desk Analyst, you will be a key member of a team providing IT and AV support to rectify faults, give advice, fulfil service requests, receive feedback and complaints, giving first and second line assistance and support to all University staff via the telephone, email, web forms, online chat, social media, and in person, and second line IT support for student queries.

You will play a major role in one or more specialist support areas within the team to develop and support key parts of our service as it develops in line with University strategy and with rapid technological change and customer expectations. They will be expected to recommend developments to these services and, pro-actively analyse customer needs, demands and expectations proposing and helping implement novel solutions to support the work of the University efficiently and effectively.

As IT Service Desk Analyst you will:

 Provide friendly and accessible first-line IT and AV support
 Negotiate suitable and appropriate resolutions with customers
 Contributing to the planning for the introduction of new services and infrastructure systems to ensure that they are introduced in a customer focused manner

To be successful in this role you will:

 Be educated to degree level or equivalent
 Have experience providing first and second line IT support services
 Have in depth all-round IT technical support knowledge, including MS Windows technical support

Information Services is comprised of four sections: Customer Support, Library Collections and IT Development together directly support almost all areas of University activity, and the Planning and Administration section supports the work of the department. The IT Support Services subsection of Customer Services is responsible for the support and operation of all live central IT systems on the University’s Canterbury, Medway and Tonbridge campuses.

Start date for applications: 14 Dec 2018

Closing date for applications: 20 Jan 2018

Interviews are to be held: 05 Feb 2018

If you require further information regarding the application process please contact The Resourcing Team on jobs@kent.ac.uk quoting ref number: OTR1957.

Please note - applications must be made via the University’s online application system. CVs or details sent directly to the department or via email cannot be considered.

No agencies, thank you.