IT Service Desk Analyst

The London School of Hygiene & Tropical Medicine (LSHTM) is one of the world’s leading public health universities. Our mission is to improve health and health equity in the UK and worldwide; working in partnership to achieve excellence in public and global health research, education and translation of knowledge into policy and practice.

The role

The IT Service Desk Analyst role is primarily a first line support-based function under the IT division of Operations and Support. This role comprises a walk-up desk, a telephone service and our online self-service portal.

You will take part in maintaining, supporting, and developing the IT services that support the research and teaching in the school. This includes using the service support tool to document customer interactions and any work undertaken, and escalating requests and faults to other teams when necessary.

Occasionally, the IT Service Desk Analyst may act as Service Desk Supervisor, overseeing the main IT Service Desk requests list, managing major calls, and providing updates to the Head of Operations and Support. 

Who we’re looking for

• You should hold relevant degree in IT, and/or Professional IT qualifications, and/or substantial relevant IT experience
• An individual who has good general IT skills, experience and knowledge, with some exposure or background in IT user account administration, software support, printing services, supporting laptops and other devices.
• Well-developed communication skills and ability to explain complex information in a simple and concise manner.
• A passion for supporting users and colleagues, working collaboratively within the team, across IT Services and the school.

Further particulars are included in the job description.

The post is full-time 35 hours per week, 1 FTE and fixed-term for 12 months. 

The salary will be on the LSHTM salary scale, Grade 4 in the range £34,741 - £38,986 per annum (inclusive of London Weighting). The post will be subject to the LSHTM terms and conditions of service.  Annual leave entitlement is 30 working days per year, pro rata for part time staff. In addition to this there are discretionary “Wellbeing Days”. Membership of the Pension Scheme is available. 

Applications should be made by clicking the 'Apply' button above. Online applications will be accepted by the automated system until 10pm of the closing date. Any queries regarding the application process may be addressed to jobs@lshtm.ac.uk. 

The supporting statement section should set out how your qualifications, experience and training meet each of the selection criteria. Please provide one or more paragraphs addressing each criterion. The supporting statement is an essential part of the selection process and thus a failure to provide this information will mean that the application will not be considered. An answer to any of the criteria such as "Please see attached CV" will not be considered acceptable. 

Please note that if you are shortlisted and are unable to attend on the interview date it may not be possible to offer you an alternative date.

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