Junior IT Service Desk Analyst

Founded in 1894, City, University of London is a global university committed to academic excellence with a focus on business and the professions and an enviable central London location.

City attracts around 20,000 students (over 40% postgraduate level) from more than 150 countries and staff from over 75 countries.

In the last decade, City has almost tripled the proportion of its total academic staff producing world-leading or internationally excellent research. During this period, City has made significant investments in its academic staff, its estate and its infrastructure and continues to work towards realising its vision of being a leading global university.

Background

City seeks to recruit a Junior IT Service Desk Analyst on a 6 month internal secondment to provide level 1 and 2 software and hardware support to customers, predominately via telephone, face to face at service points, email or via the web.

Responsibilities

In addition to providing software and hardware support, you will also provide technical advice, guidance and informal training to customers using hardware and software programs.

Duties will include troubleshooting and restoring routine technical service and equipment problems by analysing, identifying and diagnosing faults and symptoms using established processes and procedures. The majority of resolutions are completed “remotely”.

You will recommend procedures and controls for problem prevention and maintain the knowledge database and call tracking/service management database to enhance the quality of problem resolutions.

Person Specification

Educated to A ‘level, HNC or NVQ3 level or equivalent, you will have a good understanding of automated application systems to support services or processes. You will possess good analytical and problem solving skills as well as organisation, planning and prioritising skills. Commitment to excellent customer service and the ability to deal with all stakeholders is also required. Attention to detail, accuracy in recording and updating system information and proactive enthusiasm will be essential to success in this role.

Additional Information

City offers a sector-leading salary, pension scheme and benefits including a comprehensive package of staff training and development.

Closing date for applications:  11th June 2023  at 11:59pm

Subject to agreement, relevant Professional Services roles may be undertaken in a hybrid way. This involves a combination of working on campus and at home each week.

Where hybrid working can be accommodated, specific arrangements will be agreed with the successful candidate before their start date. Regardless of where colleagues are working, City, University of London’s premises will be their primary and contractual place of work.

City, University of London is committed to promoting equality, diversity and inclusion in all its activities, processes, and culture for our whole community, including staff, students and visitors.

We welcome applications regardless of age, caring responsibilities, disability, gender identity, gender reassignment, marital status, nationality, pregnancy, race and ethnic origin, religion and belief, sex, sexual orientation and socio-economic background. City operates a guaranteed interview scheme for disabled applicants.

The University of business, practice and the professions

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