IT Service Desk Analyst (Redeployee Applicants Only)

City St George's, University of London; Greater London; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Staff training

Pension scheme

Development opportunities

Job summary

City St George's, University of London invites applications for an IT support role focused on level 1 and 2 helpdesk activities. The successful candidate will resolve routine hardware and software issues, primarily remotely, with some face-to-face assistance at service points.

You will provide technical guidance, contribute to knowledge resources, and help users maximize the value of desk-top systems and services. A professional, collaborative approach is essential.

Qualifications

• Experience providing level 1 and 2 IT support via multiple channels (phone, in-person, email, web).
• Ability to diagnose routine hardware and software faults using established procedures.
• Ability to provide informal training and maintain knowledge base documentation.

Responsibilities

• Receives and handles support requests following agreed procedures.
• Keeps accurate records of user requests and actions taken.
• Allocates unresolved calls for escalation as appropriate.
• Assists users in making effective use of desk-top systems and services.
• Demonstrates, installs and maintains desk-top systems and routine upgrades.
• Interprets manuals for non-technical users and provides routine training.
• Develops installation procedures and standards for desktop environments.
• Supports incident resolution by providing information and guidance to users.

Skills

Customer service

IT troubleshooting

Telephone support

Face-to-face support

Job description

Please note: This role is only open to redeployees at City St George's. Applications from individuals who are not redeployees will not be considered at this time.

Our research is engaged, at the frontier of practice and has a positive impact on the world around us.

Background

Responsible for level 1 and 2 software and hardware support, predominately via telephone, face to face at service points, via email or via the web.

Provision of technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analysing, identifying and diagnosing faults and symptoms using established processes and procedures. Majority of resolutions are completed “remotely”.

Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking/service management database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Responsibilities

• Receives and handles requests for support following agreed procedures. Provides information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.
• 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 as appropriate.
• 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. Provides information on updates, known errors, changes in availability, new facilities etc.
• 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.

Additional Information

Closing date for applications:4th October 2026 at 11:59pm

The selection process will involve an interview. Further details will be confirmed at the interview stage.

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

City St George’s, 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 St George’s operates a guaranteed interview scheme for disabled applicants.

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