Service Desk Specialist
Information and Communication Technologies Division
Imperial College London
Salary: £24,070 - £26,690 per annum
Purpose: The Service Desk acts as the focal point for all ICT-related queries and requests from ICT's customers. We are open from 08.30 to 18.00, handling the enquiries from a central telephone number, e-mail, face-to-face contact and via self-logging over the web. The Service Desk represents the interests of its customers, yet also acts as the 'face' of ICT to its customer base.
Role: The post holder will provide first-line support for all clients. She or he will aim to resolve as many incidents at first line, passing on the remainder to the 2nd and 3rd line support teams through logging the enquiries on our service management software.
Working closely with the Incident Manager, Service Desk staff are also responsible for ensuring there is a build-up of knowledge management documents which provide FAQs, Workarounds and advice both to other members of ICT and our customers.
Person: The successful applicant will have a lively and enthusiastic personality, be a quick learner and a good team player. They should be able to communicate effectively and clearly to both ICT and College staff, both verbally and in writing. She or he must have a strong service attitude, be able to build lasting customer relationships and be able to remain calm under pressure. They must also have a flexible approach to duties, willing to cover for others and visit other Imperial College sites if required. A good attention to detail is equally important.
The person selected for this position must be able to show that they have relevant practical experience of the following: at least six months in a Service Desk/Call Centre environment, ideally supporting a large scale and diverse environment; knowledge and use of support management software; an understanding of Service Level Agreements and their application; an excellent knowledge and experience of Windows and associated applications; and some experience of UNIX, Linux or Mac operating systems and their associated applications; a commitment to service management best practice as defined by ITIL.
Either of the following will put the candidate at a distinct advantage: certification in Service Management best practice as defined by ITIL, or experience of working in such an environment; experience of service management tools such as Service Now.
Our preferred method of application is online via our website - please click on APPLY ONLINE button below . Please select "Job Search" then enter the job title or vacancy reference number SS 2012 069 TAA into "Keywords". Please complete and upload an application form as directed.
Should you have any queries please contact Sue Pritchett via e-mail: s.pritchett@imperial.ac.uk
Closing date: 11 April 2012
Committed to equality and valuing diversity. We are also an Athena Bronze SWAN Award winner, a Stonewall Diversity Champion and a Two Ticks Employer.
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