Full-Time Service Centre Analyst
Job Description
Challenging, interesting and constantly changing, the University of Derby is an exceptional place to learn and an incredibly rewarding place to work.
Ours is an extraordinary educational environment and because we specialise in identifying and developing individual potential, you can be confident you’ll receive all the help and encouragement you need to build a rewarding career with lots of opportunities to progress.
Our combined higher and further education offering is spread over campuses in Derby, Buxton, Leek and Chesterfield and we have some of the best university facilities in the UK, investing more than £200 million in facilities in the last 10 years.
We achieve outstanding results for our teaching and research and with more than 34,000 people choosing to study with us every year, we depend on the dedication of a team of 2,200 academic and professional services staff.
Financially strong and seriously ambitious we offer our employees a family-friendly, rewarding career with lots of opportunities to progress.
About the role
If you’re looking to join a multi-award winning digital and technology team doing great work with students and staff, or are looking for a new challenge, the University of Derby is the place for you.
We transform futures via industry-relevant, expert teaching, from foundation and undergraduate degrees through to postgraduate study and research, and effective digital provision is central to our continued success.
Join us, and you can play a crucial part in delivering a modern and secure digital environment for our students and staff. You can also expect exceptional investment in your future and the chance to take your career anywhere you want to go, all whilst working for an organisation committed to success and positive civic impact at regional, national and international level.
The Service Centre team help monitor and maintain University IT systems that support the University’s teaching, learning and management functions; driving forward the efficiency, reliability and quality of the systems.
Based in a small service centre, your duties will include management of incoming tickets through the various channels including face to face support, achieving a very high level of first-time fix and appropriate escalation of tickets through to 2nd or 3rd line teams. The service centre deal with all aspects of the IT Systems to all the University’s approximately 30,000+ customers.
You’ll work to ensure the Service Centre meets its Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and deliver exceptional customer service standards as set by the Service Centre Manager.
You’ll help ensure all services are running as expected and are maintained to the correct standards and help drive continuous improvement of systems through appropriate escalation.
As part of the Service Delivery function, you will be expected to work across the various teams as and when the business requires.
Please note that unfortunately, this role will not attract sufficient points to obtain a sponsored Skilled Worker visa under the UK Visas & Immigration points-based immigration system; however, applications are welcome from candidates who do not currently have the right to work in the UK, but who would be eligible to obtain a valid visa via another route. Please consult the Home office website for further information.
We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect everyone who works for us to also share this commitment and to treat people with courtesy and respect.
How to Apply
To apply please visit our website: https://www.derby.ac.uk/jobs/current-vacancies/service-centre-analyst/. We cannot accept applications via CV's or email, however, when you apply via our website you will be given the chance to upload a CV if you wish.
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