About the Department
As part of IT & Digital, the Service Management team is composed of the Service Desk, Service Management Office, and Service Delivery functions. Collaborating with colleagues across IT & Digital, we oversee every aspect of service delivery, from end-to-end service management to first-line support and the implementation of service management best practices. Our commitment to excellence has been recognized through prestigious accolades, including the SDI Service Transformation of the Year award and the itSMF PSMA Service Innovation of the Year award for our IT service management (ITSM) implementation.
About the Team
The IT Service Desk is a dynamic team of 14 professionals, including Team Coordinators, Senior Service Desk Analysts, and Service Desk Analysts. They are further supported by 10 part-time Service Desk Assistants (current university students) and an out-of-hours managed service provider to ensure round-the-clock IT support for the University.
The team handles an extensive volume of queries each year, including over 45,000 incidents and requests, 11,000 live chats, approximately 20,000 phone calls, and numerous face-to-face interactions.
With a strong focus on efficiency and customer satisfaction, we resolve 73% of tickets at first contact, consistently delivering high service levels (SLA) and achieving outstanding customer satisfaction scores. This dedication has earned us recognition as a finalist in this year’s Service Desk Institute’s Service Desk of the Year (Large Team) category.
Who Are We Looking For?
We are seeking customer-focused, collaborative, and tech-savvy individuals to join our IT Service Desk team as Service Desk Analysts. Permanent and fixed-term contract roles are available in this recruitment.
Our ideal candidate:
- Is empathetic, an active listener, and a critical thinker—able to utilize analytical skills to troubleshoot and resolve issues while adhering to processes and procedures.
- Thrives in a team-oriented environment, enjoys collaborative learning with colleagues, and actively participates in training and development initiatives.
- Possesses a genuine passion for customer service, with the ability to remain calm and focused in a fast-paced, dynamic environment.
What Will You Be Doing?
As an IT Service Desk Analyst, you will serve as the first point of contact for our colleagues, students, and external customers, addressing queries across multiple communication channels such as phone, live chat, face-to-face interactions, and our self-service portal.
This is a hybrid role, requiring on-site presence for part of the week, with flexibility to work remotely on other days.
You will join a dedicated and friendly team to:
- Log and handle service requests.
- Troubleshoot incidents and provide effective first-line resolutions.
- Offer comprehensive advice and guidance to customers.
- Escalate queries to second-line support teams when necessary.
Ultimately, you will contribute to delivering exceptional customer outcomes while being part of a collaborative and supportive environment.
To learn more about this opportunity and the benefits we offer, please refer to the Job Description and Candidate Pack available on the university’s careers portal (accessible via the ‘Apply’ button).
What Will You Get From Us?
We believe in helping our employees achieve their full potential:
- Comprehensive training will be provided on our IT service management tools, processes, and the systems/services we support.
- You will develop technical knowledge and troubleshooting skills by utilizing our knowledge base and tools to assist customers.
- As part of your Professional Development Review (PDR), we will set personalized objectives that align with both team goals and your own career aspirations.
- We prioritize professional growth by offering opportunities to pursue industry-recognized certifications, including Service Desk Institute Service Desk Analyst and ITIL Foundation.
Join Our Team
If you’re excited to work with passionate colleagues and support our mission to make a lasting impact, we’d love to hear from you!
Application Process:
- Submit your application with an attached CV and cover letter outlining your suitability for the role.
- We encourage early applications, as vacancies may close ahead of the advertised deadline due to high demand.
- Shortlisted candidates will undergo an assessment, which includes a panel interview. An initial online video interview may also form part of the selection process.
- For informal inquiries, please contact Katie Shepherd at [email protected].
Why Join Us?
At Manchester Metropolitan University, we believe in fostering a collaborative culture where everyone’s contributions are valued. By joining our team, you’ll have the opportunity to develop your skills, expand your knowledge, and help us transform lives every day.
Further Information
Manchester Metropolitan University is committed to fostering an inclusive culture that promotes equity and celebrates diversity. We champion a workforce as diverse as the communities we serve and welcome applications from individuals of all backgrounds, including those from Black, Asian, and Minority Ethnic communities, disabled individuals, and LGBTQ groups.
We offer flexible working arrangements, including hybrid schedules, to support work-life balance. Should you require accommodations during the application process or in the role itself, please let us know so we can provide the necessary support.
Our initiatives include mentorship programs, professional development opportunities, and accessibility resources aimed at empowering underrepresented groups. As a Disability Confident Leader, we aim to interview disabled candidates who meet the essential criteria for this role.
Note to Recruitment Agencies:
We work exclusively with selected recruitment agencies and do not accept speculative applications from agencies outside our approved list.
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Join us and be a part of something extraordinary! Apply today!