DTS Service Delivery

Location: Kings Meadow Campus
Closing Date: Wednesday 10 July 2024
Reference: DTS1

Applications are invited for Service Desk Analyst roles at the University of Nottingham.

This temporary post forms part of a central IT Service Desk team which provides first line support to the university community for IT-related support requests and queries received via telephone and self-service.

Start Date: 05/08/2024

End Date: 29/11/2024 

Working Hours: 36.25 hours per week

Location: Kings Meadow campus

Dress Code: Smart casual

Rate of pay

Holiday rate

Duties and responsibilities

Duties will include:

Providing support for all IT related issues queries submitted by the university community via telephone and self-service, including:

• Advice and support relating to University supported software

• Advice and support relating to the University’s business systems and applications

• Advice and support relating to the University’s email/messaging systems

• Advice and support relating to stages of online registration and account creation

• Advice and support relating to Microsoft Office products (including Office365)

• Advice and support relating to Microsoft and Apple operating systems

• Assisting with remote software installation and configuration

• Advice and support relating to the university’s wired and wireless networks

• Liaising with users relating to issues or requests raised Recording all IT Service Desk calls using the appropriate service management software, including:

• Identifying the symptoms • Profiling the call • Accurately recording the information and updating it as appropriate

• Assessing when a call can be classified as ‘resolved’ Also included is assessing how advice should be provided by taking into account the nature of the problem and the experience and skills of the user.

Assisting all members of the university community in the event of a major service disruption and in accordance with DTS Incident Management procedures, including:

• Ensuring that the correct members of staff are informed

• Collating a list of users experiencing the problems and related symptoms

• Monitoring progress of actions taken to resolve the issue (including timescales)

• Informing users of progress and when the incident has been resolved Liaising with IT Service Desk second tier and senior Service Desk staff regarding issues that cannot be resolved at the first point of contact, including:

• Deciding when to involve other support teams

• Assisting with problem solving or information gathering

• Monitoring & recording solutions for future reference

• Sharing knowledge with Service Desk colleagues

• Applying new found knowledge to related issues

• Liaising with users on progress of the request or incident

Skills and experience

Excellent Customer Service skills Excellent telephone manner Excellent verbal and written communications skills (including an ability to communicate with people at all levels within an organisation) An ability to gain new technical skills quickly Committed team member Positive approach to customer service Ability to work under pressure Good organisational skills Broad interest in digital technologies Troubleshooting skills in:

• Microsoft Office products

• Windows operating systems

• Email/messaging systems

• Internet access/configuration

• Apple operating systems Confident and frequent user of a broad range of digital technologies

Experience of supporting:

• Microsoft Office

• Other PC based applications

• E-mail/messaging systems

• Virus detecting software

• Mixed platform environment

Experience of working:

• In a relevant technical/scientific role

• In a customer services environment

• Within a team environment

Kings Meadow Campus


What you can expect to gain: It is expected that this assignment will provide an opportunity for you to develop in the following areas –  

adaptability, attention to detail, customer service, dealing with confrontation, diary management, working to deadlines, leadership, knowledge of GDPR, presentation, problem solving, communication, teamwork, research skills

Further information will be provided directly to the candidate

Additional information

Please apply via the Unitemps website- https://portal.unitemps.com/Search/JobDetails/33722808 with a CV and cover letter by 07/07/2024

Ensure that you demonstrate how you meet the requirements outlined above in your written application. You will always need to tailor your application to the role you are applying for.  

Applications may close early if a suitable candidate is found, so apply early to avoid disappointment. 

For advice on CVs, covering letters and making applications, please refer to the University’s Careers and Employability Service website.

Unitemps at the University of Nottingham are committed to promoting equality of opportunity, and we welcome applications from students who reflect the diversity of our communities.  

If you require any reasonable adjustments to be made during the recruitment process on account of a disability or other health-related condition, please contact the team at unitemps@nottingham.ac.uk.

To hear about our other roles, please register online at https://portal.unitemps.com/register/candidate and sign up to emailed job alerts. 

This is a Unitemps role at UoN. By applying for this role, you are agreeing to Unitemps sharing your application information with the recruiter for this role. Your details will be processed in accordance with our Privacy Notice which can be found on our website. If your application is successful, you will need to complete an eligibility to work check with the Unitemps team at UoN prior to commencing work.

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