QUEEN MARY UNIVERSITY OF LONDON

Service Desk Assistant

Location
United Kingdom
Salary
n/a
Posted
05 Jun 2019
End of advertisement period
05 Jul 2019
Ref
Service Desk Assistant - QMUL18143
Contract Type
Permanent

Department: IT Services
Salary: £27,251 per annum (Grade 3)
Location: Mile End
Closing date: 06-Jun-2019

Overview:

This is an exciting opportunity for a skilled IT professional with a background in and a passion for IT support and service delivery to join our Service Desk team within QMUL’s IT Services Department. The successful candidate will triage, resolve or escalate support calls within agreed timescales using IT Service Management principles and logging system.

Our Service Desk Assistants provide customer focused, friendly assistance for staff and students in person, by phone, email or other electronic means. They ensure that phone calls and other communications are handled in a customer friendly and professional manner and are recorded appropriately in our call management system using clear written communication.

You will provide sympathetic advice to customers on their IT queries, remaining calm under pressure, and where possible resolving their query or problem at first contact. You will also follow standard diagnosis routines to identify the caller and type of problem, gaining sufficient information to resolve the query or where applicable to escalate to colleagues within the Service Desk or other teams within IT Services.

You will be expected to contribute to discussions about improving methods of working, to follow those methods once agreed and to document and maintain those methods so they become knowledge for staff across IT Services.

Knowledge and experience of working with policies and procedures based on the ITIL framework would be advantageous as would experience of using ITSM systems.

The post is full time and permanent starting from 1st April 2019 or as soon as possible thereafter. Starting salary will be £27,251 per annum inclusive of London Allowance. Benefits include 30 days annual leave, access to a pension scheme and interest-free season ticket loan.

Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. Where required this may include entry clearance or continued leave to remain under the Points Based Immigration Scheme.

Informal enquiries should be addressed to Kathy Whelan k.whelan@qmul.ac.uk

Details about the Department can be found at www.its.qmul.ac.uk

Application enquiries can be directed to humanresources@qmul.ac.uk

The closing date for applications is 6 June 2019

Valuing Diversity & Committed to Equality

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