Job offer in london Service Desk Support Analyst at University College London



UCL is a dynamic and world leading University at the forefront of academic and research excellence. ISD exists to support and enhance learning, teaching, research and associated administrative processes at UCL through IT. The ITSD department in ISD is responsible for core infrastructure and support, including the central ISD Service Desk.

The Service Desk Analyst works as part of a team, providing 1st line IT support and advice for a range of ISD services over the phone, via the Service Desk Portal, through email and in person. This is the major focus of the role. The post holder will ensure that incidents and requests are handled and resolved according to agreed procedures, to minimise service impact and ensure customer satisfaction. In addition, the post holder will be expected to write documentation under the direction of the Senior Analyst or Shift/Support Manage

The post holder will play a significant part in the Service Desk’s continuous improvement programme whilst ensuring that existing services are maintained and consistent KPI’s are achieved.

 Shift working is a requirement of this role. The range of shift hours covered by five shifts currently spans 07:00 to 21:00 Monday to Saturday, and the desk is open throughout the year.

We are looking for a candidate with good technical and interpersonal skills, with experience of providing front line IT support in a large organisation – ideally covering a range of services. You must have excellent verbal and written communication skills especially clear written and spoken English. You must also be logical and able to follow direction. You will have the ability to explain IT concepts to users with different levels of technical expertise and understanding, and have good analytical and problem solving skills.

UCL staff benefits include 27 days annual leave plus college closure days, and a pension scheme.

UCL vacancy reference: 1798658       

Applicants should apply online. To access further details about the position and how to apply please click on the ‘Apply’ button above.

If you have any queries regarding the vacancy please contact Louise Millsom, louise.millsom@ucl.ac.uk or for the application process, contact ISD HR Administration at isd-hradmin@ucl.ac.uk .

Latest time for the submission of applications: 23:59.

Interview Date: TBC

We particularly welcome applications from black and minority ethnic candidates as they are under-represented within UCL at this level.

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