Job Description

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Position Description Title:

Service Desk Analyst

Division: Navitas IT Reports to: IT Services Manager (UK) Location: London

1.

Overview and Objectives of the Position:

Navitas is a diversified global education provider that offers an extensive range of educational services for students and professionals including university programs (Navitas Australasia, Europe and North America), English language training and settlement services (PEP), creative media education (SAE Global), workforce education and student recruitment. As a result of our continued growth, we currently require a proficient and dynamic professional to join the IT team as a Service Desk Analyst. For the successful candidate, this appointment represents an excellent opportunity to build upon their existing skills. In return, we offer long-term career opportunities across our global organisation – a highly successful, values-driven, equal opportunity employer. The role of Service Desk Analyst is to provide quality support to SAE Global and Navitas Europe business units. He/she will be expected to assess/investigate all incidents and service requests via the Service Desk and to install and configure computer systems, diagnose hardware/software faults on site and remotely as required. All requests are to be managed via the Service Desk within agreed service levels and escalated if necessary to the relevant team. The Service Desk Analyst will work closely with the IT Services Manager (UK) to ensure support tickets are managed throughout their lifecycle, regardless of ownership, and monitored to ensure SLA breaches are kept to an absolute minimum. The Service Desk Analyst will ensure that excellent customer service is delivered to staff and students at all times. Due to the geographical spread of Navitas business units, the Service Desk Analyst may be expected to travel when required.

2. Key Relationships: Navitas Europe  IT Services Manager (UK)  Service Delivery Manager EU/UK  Global Head of Customer Support  Service Desk Analysts SAE Global  Campus Managers/Supervisors

3.

Key Result Areas:

Service Operation  

Ensure excellent customer communications, provide timely status updates and issue resolution explanations Ensure all service requests and incidents are logged on the Service Desk and a first response/resolution is given within agreed timeframes

www.navitas.com

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         

Utilise the Service Desk within set SLA guidelines to provide quality support and troubleshooting to users Maintain a 98% SLA compliance rate or better Report product defects and enhancement requests to appropriate internal teams Work as a team player within the company, escalating and engaging others to solve difficult issues Monitor for and respond to customer ideas Ensure the standard operating environment (SOE) is maintained, free from compromise and updated accordingly in agreement with the IT Management Work with campus staff to provide advice and guidance for computer laboratory setup, inclusive of software, hardware and audio visual equipment Understand and follow all SAE and Navitas IT standards Maintain license and systems documentation as appropriate, in accordance with SAE licensing procedures Complete Display Screen Equipment (DSE) assessments as required

Service Transition   

Ensure any new software or changes to existing IT systems are approved for installation prior to purchase Ensure all new employees are given appropriate IT induction and/or training to enable them to effectively perform in their role Assist in the design and training of general staff on the implementation of new procedures as required

Service Design  

4.

Ensure all staff are aware of, have signed and are not in breach of the IT Acceptable Usage Policy and associated processes. Work with IT Management to complete running checks to ensure adherence to policies Feedback to the IT Services Manager (UK) on IT issues as requested including opportunities for business process improvement using technology

Qualifications and Selection Criteria

Essential       

Excellent analytical, troubleshooting and problem solving skills Excellent customer service Excellent written, verbal and telephone communication skills Ability to provide all-round technical support in a customer-focussed environment Experience in supporting Macs and Windows operating systems Basic network troubleshooting skills Experience with remote support tools

Desirable         

Educated to undergraduate degree level, preferably with a degree in IT or equivalent experience ITIL Foundation Certificate v3 Experience with virtual infrastructures Experience with installing, deploying and configuring Mac and Windows based systems (7, 8, Server 2008) LDAP, Open Directory or Active Directory administration experience Office 365, Exchange, Gmail administration experience Cisco router/switch/AP configuration Experience in an educational environment, particularly in creative media disciplines Experience of supporting CCTV, Access Control and Telecoms systems

www.navitas.com

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Personal Qualities            

Able to research problems online or through colleagues to arrive at a timely solution that is leading practice, secure and meets Navitas Network and Security Policies Has a desire to improve systems and security to best practice levels without adversely affecting the overall user experience in completing their tasks Has the ability to understand that individual business problems may benefit from a group solution Balances optimal system setup with end‐user ease of use. Assesses risk versus operability Is able to communicate with all levels of staff to hear their “plain language” requirements and ask, formulate and respond with a full project plan which is understandable to all stakeholders Possesses the ability to communicate with staff and possibly students from a diverse range of cultural and educational backgrounds Has a proven ability at working as part of a team Exhibits a “can do” mentality Is customer‐focussed with an understanding that all staff and students are your customers Is able to offer a friendly efficient service at all times Is able to prioritise duties, and seek clarification and guidance from management when faced with competing priorities

The Service Desk Analyst will be expected to perform any other duties as commensurate with the role. As travel will be required, a full and clean UK driving licence is essential together with own transport and business insurance. Signed for and on behalf of Navitas Name: James Grove Job Title: IT Services Manager (UK) Date: 14/02/2017 Signed by appointee Name: Date

www.navitas.com

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