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Service Desk Analyst

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University of Leeds

19d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Leeds

AI generated summary

  • You must have excellent customer service skills, the ability to troubleshoot and resolve technical issues for various devices, and strong communication skills to manage your workload in a team.
  • You will handle IT inquiries, providing first-line support and troubleshooting for various devices, while ensuring excellent customer service and resolving issues efficiently.

Requirements

  • You will have excellent customer service skills and be able to translate technical information to a wide range of users.
  • You will be able to resolve a variety of technical issues, troubleshooting and providing first line and second line fixes for desktop, laptop, tablet and mobile devices.
  • With a professional approach, excellent communication skills, you will be working as part of a team to manage your own workload.

Responsibilities

  • Joining the on-site Campus IT Service Desk Team you will act as first point of contact for enquiries to IT Services.
  • You will work with a diverse range of customers, technologies and devices, solving problems and finding solutions to IT issues.
  • With responsibility for triaging incoming enquiries and calls, you will work to provide a first time fix service for straightforward incidents and issues referring more complex issues to 2nd and 3rd line support teams across the IT Service.
  • You will have excellent customer service skills and be able to translate technical information to a wide range of users.
  • You will be able to resolve a variety of technical issues, troubleshooting and providing first line and second line fixes for desktop, laptop, tablet and mobile devices.
  • With a professional approach, excellent communication skills, you will be working as part of a team to manage your own workload, playing a key role in ensuring users can access core IT services.

FAQs

Do we support remote work?

Yes, we support remote work in a hybrid format.

Is this position eligible for Skilled Worker visa sponsorship?

No, this role is not eligible for Skilled Worker visa sponsorship.

What are the primary responsibilities of a Service Desk Analyst?

The primary responsibilities include serving as the first point of contact for IT enquiries, troubleshooting technical issues, providing first and second line fixes, and triaging calls and enquiries.

What is the working schedule for this role?

The role is based on the university campus with options for flexible working arrangements.

How many holidays does this position offer?

This position offers 26 days of holiday plus approximately 16 Bank Holidays or additional days the University is closed, totaling about 42 days a year.

Are there health and wellbeing benefits?

Yes, there are health and wellbeing benefits, including discounted staff membership options at The Edge, the campus gym which features a pool and other facilities.

Is there support for personal development?

Yes, access to courses provided by the Organisational Development & Professional Learning team is available for personal development.

What devices will I be troubleshooting in this role?

You will be resolving technical issues for desktop, laptop, tablet, and mobile devices.

Who can I contact if I have additional questions about the position?

You can contact Vaseem Mohammed, the IT Operational Leader, at V.Mohammed@leeds.ac.uk for any further queries.

What qualities are essential for a successful Service Desk Analyst?

Essential qualities include excellent customer service skills, strong communication abilities, and a professional approach to handling technical issues.

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University of Leeds

Celebrating the people, the research and life at Leeds

Education
Industry
5001-10,000
Employees
1904
Founded Year

Mission & Purpose

The University of Leeds is an esteemed institution renowned for providing a broad spectrum of academic courses and conducting pioneering research across various disciplines. Their primary goal revolves around nurturing academic excellence, fostering innovation, and nurturing students' growth. The university's fundamental objective lies in delivering quality education, encouraging critical thinking, and advancing knowledge through cutting-edge research, equipping students to excel in their chosen fields and contribute positively to society's progress.

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  • Collaboration

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