Service Desk Analyst

University of Leeds

Leeds, United Kingdom

ID: 7198752 (Ref.No. CSUIT1666)
Posted: December 6, 2023

Job Description

Interviews expected to be held 18 December 2023

The role is available to current employees within IT Services at the University of Leeds only.

Salary: Grade 5 (£25,742 – £29,605 p.a. depending on experience) 

This role will be based on the university campus.  

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

As part of the campus based 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 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 can translate technical information to a wide range of users. You will be responsible for providing advice and guidance for more complex queries and complaints and supporting colleagues through call coaching and mentoring. You will be able to resolve various technical issues, troubleshoot and provide first-line and second-line fixes for desktop, laptop, tablet and mobile devices. With a professional approach and ability to communicate effectively, you will be working as part of a team, managing your own workload, and playing a key role in ensuring users can access core IT services.  

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

Vaseem Mohammed, IT Operational Leader – Front Line Services (Service Desk & Identity Management)

Email:  [email protected] 

Location:  Leeds - Main Campus
Faculty/Service:  Professional Services
School/Institute:  IT
Section:  IT Business Support
Category:  Technical Support
Grade:  Grade 5
Salary:  £25,742 to £29,605 per annum
Post Type:  Full Time
Contract Type:  Ongoing
Release Date:  Tuesday 05 December 2023
Closing Date:  Monday 11 December 2023
Interview Date:  Monday 18 December 2023
Reference:  CSUIT1666

The University community is made up of a wide range of people with diverse backgrounds and circumstances, which we value and regard as a great asset. As part of our continued commitment to equality and inclusion, we strive to create an environment where everyone can reach their full potential and have a real opportunity to participate in and contribute to our activities.