Job Description

The current opportunity is available for Manchester Met 2020 graduates who will be based in the UK for the duration of the role to apply for; if your application is successful, we will arrange your Jobs4Students registration before you start work.
There is an opportunity for a 2020 Manchester Met graduate to work as a Future Talent Intern for ISDS. The IT Service Desk is the first point of contact for all staff and students with any IT issues or requests, handling between 5,000 – 10,000 interactions each month via phone, live chat, our self-service portal, and email. When working on-campus, we also run a face-to-face service. The IT Service Desk play a key role in the University’s Digital Education strategy by ensuring that guidance and support is available to students and staff. 

In order to support a successful hybrid approach to teaching and learning this year, the IT Service Desk are working collaboratively with other key teams to produce knowledge documentation and materials available to students and teaching staff, as well as to our other technical support teams. The creation of knowledge documentation also underpins the success of other initiatives, such as the introduction of a chat bot in our live chat system. 

The successful candidate will receive training on the administration of our knowledge management tool and will work in collaboration with knowledge champions across Information Systems and Digital Services to create required knowledge resources. You will receive initial training on our knowledge management tool, and get access to existing knowledge resources and relevant systems. 

You will be given the time to review existing knowledge content, and to work collaboratively with other staff involved in providing technical support for digital education. 

Based on your own experience of key digital education technologies (Microsoft Teams, Moodle, etc.), you will identify areas for knowledge creation and improvement. 

You will identify requirements for knowledge documentation to encourage self-service, and assist with creating this using our knowledge management tool. 

You will learn about integrations between our knowledge management tool, IT Service Management tool, live chat and self-service portal, and help to create content which underpins the functionality of these. 
You will get first-hand experience of the operations of an IT Service Desk supporting 45,000 people 24×7 during a critical part of the year and be part of dynamic and customer-focused team of IT professionals. 

You will receive extensive training on our knowledge management tool and have access to shadowing and support from the IT Service Desk staff. 

You will contribute to a strategic objective of Information Systems and Digital Services. 

You will drive improvement in the experience of staff and students through making self-help available and in turn, will contribute to another objective of the IT Service Desk which is to ensure customers are directed to the most efficient contact channel for their queries, e.g. self-service, live chat, or phone. 

Dates: 23rd August – 29th October 2021
Hours: 35 hours per weekWorking pattern: Monday-Friday either 08:45-16:30 or 09:00-16:45 with an unpaid 45 minute break
Location: Mixture of online and on campus

Alongside the internship, the Careers Service will offer full CPD and training support to the successful applicant to ensure that they make the most of their experience by recognising their transferable skills and preparing them for their next steps Person Specification This role is only open to 2020 Manchester Met graduates who meet the criteria below. Essential: * Graduated from a Manchester Met undergraduate course in 2020* Good overall understanding of information technologies 
* Ideally has experience of key digital education technologies used at ManMet including Microsoft Teams, Moodle, etc. 
* Has passion for technology and customer service 
* Excellent written communication skills and attention to detail 
* Has experience of using live chat and self-service tools as a customer, e.g. banks, websites, etc. 
* Ability to work under their own initiative and interact with a variety of individuals to gain necessary information You will need access to a laptop or PC to apply for this role, the department may not be able to provide this for you

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