Service Desk Analyst

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

Job summary

An established university is seeking a dedicated IT Support Specialist to join their Campus IT Service Desk Team. This role offers the opportunity to work in a hybrid environment while providing essential support to a diverse range of users. You will be the first point of contact for IT services, solving problems, and ensuring users can access core IT services. With excellent communication and customer service skills, you will troubleshoot a variety of technical issues across multiple devices. Enjoy generous holidays, a robust pension scheme, and opportunities for personal development in a supportive environment.

Benefits

26 days holiday plus bank holidays

Generous pension scheme

Discounted gym membership

Access to on-site childcare

Shopping discounts

Travel schemes

Qualifications

• Ability to resolve technical issues for various devices.
• Experience in providing first line and second line IT support.

Responsibilities

• Act as the first point of contact for IT service enquiries.
• Triaging incoming enquiries and providing first-time fixes.

Skills

Customer Service Skills

Technical Troubleshooting

Communication Skills

Education

Relevant IT Qualification

Tools

Desktop and Laptop Systems

Mobile Devices

Job description

This role will be based on the university campus, with scope for it to be undertaken in a hybrid manner. We are also open to discussing flexible working arrangements.

Joining the on-site Campus IT Service Desk Team, you will act as the 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. Your responsibilities include triaging incoming enquiries and calls, providing a first-time fix service for straightforward incidents, and referring more complex issues to 2nd and 3rd line support teams across the IT Service. You should 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 and excellent communication skills, you will work as part of a team to manage your workload and play a key role in ensuring users can access core IT services.

This role is not eligible for Skilled Worker visa sponsorship. Information on other visa options is available at: https://www.gov.uk/browse/visas-immigration/work-visas

What We Offer In Return

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

And much more!

To explore the post further or for any queries you may have, please contact:

Vaseem Mohammed - IT Operational Leader

Email: [e-mail]

Further details:

• Candidate Brief