Service Desk Analyst

University of Leicester


About the role
As a Service Desk Analyst, you will provide a professional and customer-focused, single point of contact for all ITS customers. You will be responsible for providing help and support for the full range of IT services that are provided by the IT Service Desk. This includes managed desktops and notebooks, a wide range of specialist software (>100 applications), email and calendaring (based on MS Exchange), networked printers, provision of equipment in teaching rooms, lecture theatres and open access computer areas, a Virtual Learning Environment, web, print and moving image design and publishing facilities, the networking infrastructure (including wireless), as well as the large business applications which support finance, HR/ payroll, student records and many other business areas.
About you
To be successful in this role, you should:

  • be educated to A-level or equivalent and have at experience of working within a customer support environment for at least 1 year.
  • have extensive experience of using and providing guidance on Microsoft Windows and Office, file management software, Anti-virus software, Internet browsers and Email systems and SPAM management.

You will need to posses excellent customer service skill and need to:

  • be able to be empathetic towards customers, with strong communication skills to be able to discuss complex technical issues in a clear and concise manner both verbally and in writing.
  • have demonstrable experience of working well in a team, as you will be joining a large team of staff offering first line support to the University’s staff and student population. Good team working along with a willingness to learn are key requirements of this post.

Additional information

Informal enquiries are welcomed, and should be made to Ismail Patel on [email protected] .
Applications for job share will be considered.
We anticipate that interviews will take place during early July.
The University of Leicester has been changing the world, and changing people’s lives, for 100 years. When you join us, you’ll become part of a community of Citizens of Change , which includes not only our staff and our current students but also thousands of Leicester graduates around the world.
As a diverse and forward-thinking employer, we embed the principles of equality, diversity and inclusion into everything we do. That includes not just our core missions of teaching and research, but also our support for staff, students and our local community.
We’re committed to the wellbeing of all our staff and to the sustainability of our environment, on our campus and beyond. We offer a competitive salary package, excellent pension scheme and a generous annual leave allowance, along with opportunities to develop your career in a supportive and collaborative environment.

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