IT Service Desk Specialist (Level 1–2)

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

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.