IT Service Desk Analyst

Vacancy ID: 8123
Main Location: LCC - Elephant and Castle, London UK
Hours: 35
Contract: Fixed Term
Salary: £29,851 per annum
Closing date: June 6, 2022 4:00 pm

The role

What is the Service Desk? 

The Service Desk is the first contact for IT support for staff and students for the University, taking around 35,000 phones calls each year. Providing 1st line support with service level targets of 80% for first contact closure and 70% for first level resolution.  

What is the purpose of the role? 

To provide a timely and accurate response to IT service request fulfilment and incident handling, delivering a high-quality service (to both staff and students) with a high ‘first contact resolution’ rate in line with the overall aims and objectives of IT Services. 

The IT Service Desk is the most visible service provided by IT Services, and most of the user perception of the IT Department is through their interaction with the Service Desk.  Hence, a principal purpose of the role is to provide a high level of professional Customer Service at all times. 

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. 

Why choose us?

For the fourth year running, University of the Arts London is the world’s second University for Art and Design in the QS World University Rankings® 2022. Our diverse and talented community comprises over 5,000 academic, professional, and technical staff. Together we are committed to social purpose. This includes creating a better a more sustainable world and championing race equality. 

We offer highly creative working environments that inspire staff across all areas to fulfil their potential and continuous training to further develop their skills and expertise. We also offer hybrid and flexible working practices, and excellent staff benefits to improve your work life balance. 

A world class creative University needs an innovative, high performing IT service that can play an important part in shaping future creative professionals and industries. As part of the University IT Services team, you will play a crucial role in our forward thinking, customer focused environment.

In return, the University of the Arts London offers generous leave, an attractive pension and a commitment to your continuing personal development and training in an environment that encourages excellence, creativity and diversity.

Your Profile

The ideal candidate for this role will be able to demonstrate the following:

  • Demonstrable experience in a service desk function
  • Good working knowledge of Office 365 applications
  • Strong troubleshooting and problem solving skill

Please apply early as the closing date may be held earlier should sufficient applications be received.

If you have any queries about this role, please contact Jaspreet Kaur, Resourcing Adviser via email or 020 7514 9627.

UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.

Candidates are advised to submit applications early.

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Academic Career Pathways

Our staff development programme can help you focus your skills and grow your academic career.

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Staff Diversity

We value the diversity of all our staff and the enrichment this brings to our community.

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Staff Benefits

Our staff have access to a range of benefits, which recognise and reward their contributions