IT Service Desk Analyst

We are seeking a confident and capable individual to join our IT Support Team at London College of Communication as IT Service Desk Analyst. 

What is the Service Desk?

The Service Desk is the first contact for IT support for staff and students across the University, taking around 35,000 phones calls each year. We provide 1st line support with service level targets of 80% for first contact closure and 70% for first level resolution. 

The role

As IT Service Desk Analyst, you will provide a timely and accurate response to IT service request fulfilment and incident handling, delivering a high-quality service (to both staff and students) with a high ‘first contact resolution’ rate, in line with the overall aims and objectives of IT Services.

You will analyse and develop checklists for typical IT problems, recommending procedures and controls for problem prevention. In addition to this, you will maintain knowledge database and call tracking/service management databases, enhancing the quality of problem resolutions. Working within a team setting, you will share information and assist others with calls where necessary.

The IT Service Desk is the most visible service provided by IT Services, and most of the user perception of the IT Department is through their interaction with the Service Desk. Hence, a primary purpose of the role is to provide a high level of customer service at all times.

Why choose us? 

For the fourth year running, University of the Arts London is the world’s second University for Art and Design in the QS World University Rankings® 2022. Our diverse and talented community comprises over 5,000 academic, professional, and technical staff. Together we are committed to social purpose. This includes creating a better and more sustainable world and championing race equality. 

We offer highly creative working environments that inspire staff across all areas to fulfil their potential and continuous training to further develop their skills and expertise. We also offer hybrid and flexible working practices, and excellent staff benefits to improve your work life balance.

Your profile

With demonstrable experience in a service desk function, you will possess good working knowledge of Office 365 applications including Teams, Word, Excel and PowerPoint, as well as possessing strong troubleshooting and problem-solving skills. Capable of working cohesively and flexibly in a team, you will also possess excellent customer service skills.

Please apply early as the closing date may be held earlier should sufficient applications be received.

If you have any queries about this role or need any reasonable adjustments for your application, please contact Zele Akhilele, Resourcing Adviser via email at DigitalandTechnologystaffrecruitment@arts.ac.uk or 020 7514 2965.

To apply please click the apply button.

Closing date: 13 February 2023, 09:00.

UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.

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