Service Desk Analyst

University of Leeds; Leeds; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

42 days annual leave

On-site gym access

Development courses

On-site childcare discounts

Job summary

University of Leeds is seeking a Campus IT Front Line Services Service Desk teammate to act as the first point of contact for IT issues. The role supports resolving issues across desktops, laptops, tablets and mobiles with a focus on first time fixes and collaboration across IT teams.

Based on campus with hybrid working options, the role involves handling high priority incidents and guiding colleagues through coaching and mentoring while ensuring users can access core IT services.

Qualifications

• Substantial experience in a customer facing technical support role.
• Ability to translate technical information for a wide range of users.
• Experience sharing best practice and collaborating with colleagues.

Responsibilities

• Serve as the first point of contact for IT Services enquiries on the Campus IT Front Line Services Service Desk.
• Triaging incidents and service requests, prioritising high priority, major and critical incidents.
• Provide first line and second line fixes for desktop, laptop, tablet and mobile devices where possible.
• Refer more complex issues to 2nd and 3rd line support teams and support colleagues through call coaching and mentoring.

Skills

Customer service

Technical support

Communication

Coaching/mentoring

Job description

Interviews are expected to take place 21st and 22nd October

This role will be based on the University campus, with scope for it to be undertaken in a hybrid manner.

Do you enjoy helping people with IT solutions? Are you passionate about IT and customer experience? Do you have substantial experience of working in a customer facing technical support role, and the ability to share best practice and collaboration?

As part of the Campus IT Front Line Services 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 supporting the effective performance of the team you will be responsible for managing complex communications, working on high priority, major and critical incidents as well as service 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 responsible for providing advice and guidance for more complex queries and complaints as well as supporting colleagues through call coaching and mentoring.

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.

What we offer in return

• 26 days holiday plus 16 Bank Holidays/days that the University is closed by custom (including Christmas) – that’s 42 days a year!
• Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
• Personal Development: Access to courses run by our Organisational Development & Professional Learning team, and self-development courses including languages, Creative Writing, Wellbeing Therapies and much more.
• Access to on-site childcare, shopping discounts and travel schemes are also available.

and much more!