Are you an enthusiastic Service Desk Analyst looking to develop your experience in a large and complex technical environment?
Why choose us?
The University of The Arts London (UAL) is the 2
nd best University in the world for art and design and comprises of six globally renowned Colleges. UAL not only offers the opportunity to work in a creative and forward-thinking environment, but we are also rethinking the way we deliver IT services to our 20,000 students and 5,000 staff across our 14 campuses in the heart of central London.
The IT Service Desk is the most visible service provided by IT Services, and the majority of user perception of the IT Department is through their interaction with the Service Desk. As part of a continually developing organisation we are looking for an IT Service Desk Analyst who is keen to deliver a high-quality service to both the staff and students with a high ‘first contact resolution’ rate.
The role
As a passionate and driven IT Service Desk Analyst you will be the first point of contact to the user community for IT Services as well as receiving and logging service requests and incidents. You will provide a timely and accurate response to IT service request fulfilment and incident handling as well as 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.
As a Service Desk Analyst, you will perform root cause analysis and develop checklists for typical problems that you may encounter. You will focus on installations, configuration, and maintenance of our desktops whilst ensuring that the performance and capacity of the infrastructure meets the University’s current and future needs.
Your Profile
- Experience of working in a 1st line service desk capacity working within a large complex user base environment.
- Experience of working within an ITIL aligned environment and working within ITIL incident and problem management processes
- Experience of deploying, configuring and managing Windows and Mac desktops
- Experience providing support and guidance on Active Directory, MS Office including Outlook mail client.
- Experience configuring and Troubleshooting mobile devices i.e. Apple iOS would be advantageous
- Experience with Service Desk call logging, Service Management software will be key
- Experience of developing and maintaining technical and procedural documents
Communication
- You will be a self-motivated and dynamic individual who is able to be adaptable and flexible
- Effective oral and written communication skills
- Able to communicate courteously and effectively with non-IT staff and IT specialists alike to ensure effective customer and service level standards are met.
- Proactively learn about new systems, applications, devices being brought into operation to provide the service desk role function.
- Ability to communicate with people at all levels including the ability to communicate complex technical information to customers with varied levels of technical knowledge.
As an employer of choice, the University of the Arts London offers an extensive benefits package including:
- Competitive salary package of £29,358-£35,839 dependent on experience
- 31 days annual leave (inclusive of days between Christmas and New Year when it closes) plus public holidays
- Competitive pension package
- A healthy work-life balance for all employees
Closing date: Sunday 22nd March
Interview Date on site at the University of the Arts London: Tuesday 31st March
For more information, please visit our dedicated microsite: hays.co.uk/jobs/university-of-the-arts-london
For more detailed information, or to view other vacancies with this organisation, please visit our dedicated recruitment website
https://microsites.hays.co.uk/jobs/university-of-the-arts-london/index.htm