Coventry University Infrastructure Services aims to provide and support a range of information delivery, computing, and telecommunications-based services, which will further the aims and objectives of the University, enhance the educational environment for students and assist staff at all levels in fulfilling their roles and responsibilities.
As a Service Centre Analyst within the Digital Experience Centre (DXC), you will be part of the team delivering high-quality IT support to staff and students across a global environment. Acting as the first point of contact, you will log and manage incidents and service requests, prioritising issues based on impact and urgency, and ensuring users receive timely and effective support wherever they are based.
You will diagnose and resolve a wide range of technical issues, including hardware, software, SaaS applications, connectivity, and access/identity queries, while guiding users towards self-service resources such as knowledge articles where appropriate. Alongside day-to-day support, you will play a key role in enhancing the overall digital experience by ensuring users feel supported and productive, not just processed.
The role also involves identifying trends, highlighting gaps in the user journey, and contributing to continual service improvement by recommending enhancements to tools, processes, and knowledge resources. You will actively gather user feedback and use it to help improve the quality and consistency of IT support across different regions.
This role is Based in Delhi, India.
