It Service Desk Analyst

The opportunity University of the Arts London invites you to become a key player in our IT Service Desk team, the frontline for staff and students seeking IT support. As an IT Service Desk Analyst, you will play a pivotal role in providing timely and accurate responses to IT service requests and incident handling. Your goal is to deliver a high-quality service experience to our University community, ensuring a high 'first contact resolution' rate aligning with the overall objectives of IT Services. Key responsibilities: Provide expert analysis and develop checklists for common IT issues, proposing effective procedures and controls for problem prevention. Maintain a comprehensive knowledge database and call tracking/service management databases to enhance the quality of problem resolutions. Collaborate within a dynamic team environment, sharing insights and assisting colleagues with calls as needed. Handling approximately 35,000 calls annually, we excel in 1st line support with ambitious targets: 80% first-contact closure and 70% first-level resolution. As the most visible service provided by IT Services, the IT Service Desk shapes user perception. Your role is instrumental in maintaining a positive user experience, making customer service excellence your primary focus. About you With demonstrable experience in a Service Desk function, you will possess good working knowledge of Office 365 applications including Teams, Word, Excel, and PowerPoint, as well as strong troubleshooting and problem-solving skills. Capable of working cohesively and flexibly in a team, you will also possess excellent customer service skills.  We are UAL  University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. UAL is made up of 6 renowned colleges and is ranked second in the world for Art and Design in the 2023 QS World University Rankings. UAL is home to a diverse body of over 6,000 academic, professional and technical staff who support more than 21,000 students from 130 countries. We are proud of our international student and staff community and are committed to ensuring that the University offers an inclusive and supportive environment for everyone; a university where we can be ourselves and reach our full potential.  For further details and to apply please click the apply button. Closing date for applications: 30 January 2024 at 23:55.  Please apply early as the closing date may be held earlier should sufficient applications be received. If you have any queries about this role or need any reasonable adjustments for your application, please contact Zele Akhilele, Resourcing Adviser via email at DigitalandTechnologystaffrecruitment@arts.ac.uk.  Our culture  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.