Service Desk Administrator

The role

Within the University our IT Services division is on an exciting journey. Our vision is to provide globally accessible technical services and digital solutions to empower world class learning and research at the University.

As part of this journey, we are looking for a Service Desk Administrator who can manage and enhance service desk reporting capabilities through generating, analysing and preparing reports on service performance metrics, providing valuable insights into service desk operations, and supporting data driven decision-making processes across the organisation.

The role will act as a support to the wider team to drive excellent levels of customer satisfaction by coordinating support activity and resources, overseeing the overall customer experience. This role will report to the Service Desk Team Leader – Digital Services.

What will you be doing?

• Maintain reports and dashboards to track service desk performance metrics, including ticket volumes, resolution times, customer satisfaction scores, and first-contact resolution rates.
• Act as a shared resource with End-User Services Support for Service Level Agreement (SLA) and Key Performance Indicator (KPI) reporting, collaborating closely to assist with the gathering and analysis of data to help build reports that accurately reflect service level achievements and areas for improvement.
• Analyse data from the IT Service Management (ITSM) tool to identify trends, patterns, and areas for improvement, and provide insights to management and stakeholders.
• Monitor the integrity and accuracy of data within the ITSM tool to ensure reliability and consistency in reporting.
• Create ad-hoc reports and data visualisations as requested by management or stakeholders.
• Stay informed about industry trends, best practices, and emerging technologies related to service desk reporting and analytics and recommend opportunities for innovation and optimisation.
• Attend meetings, actively participating in discussions, take notes and assist with the management of action items, ensuring tasks are documented, delegated, and followed up on to facilitate timely resolution.
• Receive, categorise, prioritise, and assign incoming IT support requests (incidents and service requests) to appropriate support technicians based on agreed processes, ensuring tickets are accurately documented with all necessary information.
• Monitor the progress of open tickets across IT Services to ensure timely resolution and adherence to SLAs and KPIs, collaborating with support technicians to facilitate ticket closure.
• Support a customer-centric approach by providing excellent service and timely updates to customers and undertake post-resolution surveys or feedback requests to assess customer satisfaction and gather insights for service improvement.