Service Desk Analyst

Falmouth Exeter Plus is the service delivery partner of Falmouth University and the University of Exeter. We deliver shared services and facilities for both partners in Cornwall underpinned by close collaboration with Students Union, the combined students' union for Falmouth and UoE, to ensure that the interests of students and staff are at the heart of everything we do. Both institutions are expanding their teaching and research operations in Cornwall at a pace. It is, therefore, a fast-moving environment where agility and a positive approach to change and enhancement are critical, our purpose or mission is 'to deliver world-class shared professional services to help its university partners to achieve their global ambitions. 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’.

 

It's an exciting time at Falmouth Exeter Plus as both organisations expand operations in Cornwall at a pace, to help support this growth we are now looking to recruit a number of Service Desk Analysts to join our Service Desk within the Service Delivery Team of the Digital & IT Directorate. The roles will be primarily based at our Penryn Campus but will also require occasional support at the Falmouth Campus.

The Service Desk is responsible for providing the first point of contact for all users of FX Plus IT and Digital services. This role ensures that all interactions with customers are logged, assessed and, where possible, resolved without escalating to another team. Successful applicants will strive to resolve user issues utilising the knowledge provided by all IT & Digital teams, identify emerging issues, escalate to the correct area of the IT & Digital Directorate and provide the continuity of the customer support experience during ticket resolution.

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 experience: 

 

Training will be provided for the successful candidate. 

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 8.45 am to 17.15 pm, 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 Thursday 8 June 2023.

Interviews will be held week commencing 12 June 2023.

Falmouth Exeter Plus is the service delivery partner of Falmouth University and the University of Exeter. We deliver shared services and facilities for both partners in Cornwall underpinned by close collaboration with Students Union, the combined students' union for Falmouth and UoE, to ensure that the interests of students and staff are at the heart of everything we do. Both institutions are expanding their teaching and research operations in Cornwall at a pace. It is, therefore, a fast-moving environment where agility and a positive approach to change and enhancement are critical, our purpose or mission is 'to deliver world-class shared professional services to help its university partners to 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.