The IT Services Service Desk is the central point of contact for IT queries from academics, students, staff and IT Support Officers in colleges and departments. The Service Desk sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT Services objectives.
The team act as customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help. The team comprises Service Desk Analysts (SDAs), Senior Service Desk Analysts (SSDAs), Service Desk Supervisors (SDSs) and Service Managers (SMs).
The Service Desk Improvement Manager is a senior role. The post holder will provide leadership to a professional team of Service Desk staff who are responsible for the delivery of a telephone, email and face-to-face based service. The post holder is responsible for delivering service improvements through the development and use of service desk knowledge and self-help, project support and specialist web and SharePoint support roles.
The post holder will be an experienced leader who is able to set the direction of a large team, working most closely with the Service Desk Operations Manager. As a senior member of the team, the post holder will act as a point of escalation, offering specialist advice and support on IT-related issues, and will ensure the effective management of all incidents and service requests received through a telephone, email and appointment-based service.
This role requires the ability to develop effective working relationships with senior colleagues within and beyond IT Services, in order to ensure that a consistent, high quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.