Administrative, professional and clerical vacancies
Service Desk Officer
Directorate of Student and Learning Services (SLS)
Information Systems and Technology - Help, Support and Guidance
Permanent
Part-time 0.5 FTE / 18.5 hours per week
Salary £20,764 to £24,049 (pro rata) per annum, dependent on experience
Vacancy reference: SLS 1353/12
This post is open to existing Sheffield Hallam University employees only
We are looking to appoint a Service Desk Officer to join our Help, Support and Guidance (HSG) team. HSG operate a service desk which takes requests for help via phone calls, email and chat, and two help desk teams which offer face-to-face help in the University learning centres. We aim to provide a responsive, flexible and accessible service that enhances the student experience and improves staff productivity.
You will be working in a busy, fast paced environment. Key duties will include resolving calls coming in via the phone, email or chat, escalating as required if a frontline resolution is not possible. Also being a point of escalation where solutions may be more complex than a direct escalation.
You will play a crucial role within incident management ensuring accurate identification and logging of incidents and providing fixes or workarounds. You will play a key role in communications particularly when there are major outages. You will be able to demonstrate effective team working skills, liaising with other teams to maintain up-to-date information and manage the introduction of changes or new services and other HSG staff to ensure the correct documentation and training is available.
You will have experience across a wide range of IT applications and excellent communication skills. Your strong analytical skills identifying problems and workarounds will be complemented by your ability to work as part of a team, sharing information and supporting others.
Non-EU Nationals please note
We welcome applications from non-EEA applicants. However, we have a legal responsibility to ensure that all employees are entitled to live and work in the UK. Before applying please check whether you would be eligible to work in the UK under the points-based system by using the UKBA points-based calculator. For further information please visit the UK Border Agency website. If you will need a Tier 2 Certificate of Sponsorship, contact us before applying to check whether we should be able to issue one if you’re appointed.
Closing date: 7 August 2013 at 12 noon
