Service Desk Analyst - 0771
Cambridge University Press
2d ago

Job Purpose

To log, monitor and resolve a diverse range of technical incidents / requests from end-users across the organisation in order to provide a prompt first / second line support service to end users to resolve incidents at 70% first time fix target.

Principal Accountabilities

  • Accurately log all calls from customers and assess their priority in a multiple environment, with over 400 be-spoke applications in order to enable the prompt and effective resolution of the incident / request
  • Account administration for new users, moves and changes. Basic Server Administration in order to maintain the security of systems used at Cambridge Assessment
  • Respond and fix where appropriate incidents such as basic PC problems, application support, changing passwords, freeing locked accounts, increasing network space etc.
  • in order to provide a prompt first / second line support service to end users

  • Liaise with others parts of IMCSG and external third party suppliers in order to ensure effective customer service delivery
  • Email releases, Citrix, Cisco Call Manager and IPCC administration
  • Knowledge and Experience

  • Educated to degree level or equivalent
  • Proven experience of providing 1st line technical support in a large windows XP / 2003 environment
  • Excellent Service Desk and Customer Service skills
  • Good telephone manner and the ability to extract critical information to allow effective resolution of problems
  • Knowledge and awareness of ITIL processes
  • Excellent analytical and problem solving skills
  • Good knowledge of Microsoft desktop configuration, network infrastructure and active directory
  • Excellent communication skills both verbal and written
  • Do you aspire to be part of an esteemed global organization and a well-known brand?

    Our brand and name is a product of close to 500 years of experience creating world-class learning and research solutions, and assessment programs in accord with the highest technical standards.

    Today, we have more than 50 offices worldwide and over 6,000 high - performing employees delivering products and services that reach 170 countries and over 15 million customers worldwide.

    Do you dream about making a difference and contribute to society?

    Here at Cambridge, our purpose is simple we unlock people's potential with the best learning and research solutions, and provide excellence in education.

    Our products and services help inspire learners all over the world to go further and to have the confidence to access a lifetime of enriching experiences and opportunities.

    Do you aspire to be in a place that reinforces you and demands the best of you?

    To deliver on our promise to our customers, we know that we have to get it right with our colleagues first the people creating our world-class products and services.

    We invest heavily in the learning and growth of our talent, because we know that it is the foundation to have a culture of innovation.

    And we believe in empowering people, because it provides you the freedom to unleash your talent and develop your potential to the fullest.

    Do you believe in equality , diversity and inclusivity ?

    As a global organization, we embrace diversity in all its various forms as it is the key to our success. We value and respect those differences, because it brings about a wide range of perspectives on how we operate as a whole, and how we act as a progressive member of society.

    We are an inclusive workplace where opportunities to succeed are at hand to those up to the task.

    Do you value your well-being?

    We recognize and take our employees' well-being earnestly. Our ways of working, benefits, policies and programs are oriented towards providing a place which promote and advocate wellness.

    We believe in being a partner of our colleagues to help them balance the demands both at work and at home.

    If the above inspires and excites you, surely you would want to know more. Visit our company website and social media profiles to learn more about us and how we may be the company that matches your goals.

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