Service Desk Analyst

We are now looking to recruit a Service Desk Analyst to join our IT Service Desk within the Infrastructure Directorate. The role will be primarily based at our Penryn Campus but will also require occasional support at the other campuses.

The IT Service Desk team is responsible for providing the first point of contact for all staff and students within Falmouth University, University of Exeter, The Students Union and FX Plus. This role ensures that all interactions with customers are logged, assessed and, where possible, resolved without escalating to another team. You will strive to resolve user issues utilising the knowledge provided by the other technical support teams within the directorate. The role holder will be able to identify emerging issues and escalate to the relevant area of the directorate and provide excellent customer support experience during all interactions.

 

Reporting to the Service Desk Manager, the successful candidate will provide excellent customer services to staff and students of Falmouth University, University of Exeter, The Students Union and other partner organisations. You will have relevant experience in a customer relations environment, preferably as a ‘front line’ member of staff, good organisational skills and the ability to work without direct supervision. Alongside these key skills, we are looking for a positive, supportive and a flexible team player.

The ideal candidate would have some of the following:

 

For full details of the skills/experience required, please see the job description above.

This position is offered on a permanent, full-time basis working 37.5 hours per week contract working 08:45am to 17:15pm, Monday to Friday. The role is campus based and limited remote working is available where agreed with the line manager. Some out of hours work may be required around critical periods such as Welcome Weekend, Graduations.

If you are looking to have an informal discussion about the vacancy ahead of applying, please email [email protected].

The closing date for this position is Sunday 27 October 2024.

Falmouth Exeter Plus manages and delivers services at Falmouth, Penryn and Truro Campuses on behalf of Falmouth University and the University of Exeter. Working closely with the Falmouth & Exeter Students' Union (The SU) and the wider, universities partnership we support Higher Education learning and living, ensuring that the interests of all campus users are at the heart of everything we do.

It is a fast moving environment where agility and a positive approach to change and enhancement are central to our progress. Our mission is 'to deliver world-class shared professional services to help our partners achieve their global ambitions’.

 

Falmouth Exeter Plus welcomes and encourages job applications from people of all identities and backgrounds, particularly those under-represented and/or marginalised, as it is important we have a diverse range of candidates to consider.