IT Service Desk Analyst - Level 1-2 Support & Training

City St George's; Greater London; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Pension scheme

Staff training and development

Sector-leading salary

Job summary

City St George's, University of London, invites applications for a frontline IT support role. The successful candidate will provide level 1 and 2 hardware and software support, primarily by phone, email, web, and face-to-face at service points.

You will diagnose faults, maintain records, and contribute to knowledge bases while delivering clear guidance and informal training to users. Closing date: 4 October 2026.

Qualifications

• Experience providing level 1 and 2 software and hardware support.
• Communicates technical information clearly to non-technical users.
• Maintains knowledge base and records of user requests.

Responsibilities

• Receives and handles requests for support following agreed procedures.
• Provides assistance to users in a professional manner following agreed procedures for further help or escalation.
• Maintains accurate records of user requests, contact details and outcomes.
• Contributes to the development of installation procedures and standards.
• Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls.
• Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
• For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades.
• Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of systems, products and services, providing information on the full range of capabilities.

Skills

IT Help Desk

Telephone support

Diagnostics

Troubleshooting

User training

Job description

City St George's, University of London, invites applications for a frontline IT support role. The successful candidate will provide level 1 and 2 hardware and software support, primarily by phone, email, web, and face-to-face at service points.

You will diagnose faults, maintain records, and contribute to knowledge bases while delivering clear guidance and informal training to users. Closing date: 4 October 2026.