It Service Desk Analyst

IT Service Desk Analyst

Hours of Work: Full-time (35 hours per week, Monday to Friday)

Contract type: Permanent

Salary: The starting salary will be from £23,144 - £24,533 per annum in Grade 4, depending on qualifications and experience  

At Leeds Trinity University, we find ourselves in an exciting period of growth and transformation.

From a set of strong foundations, we are on an inspiring journey in relation to academic development, employability, careers, and the positive contribution we can make in our region, the country and wider world.

Job Description

The IT Service Desk Analyst will provide an effective IT Service Desk for users of Leeds Trinity's IT systems, maintaining essential support services for the daily operations of the university's IT Service Desk within the ITIL framework.

In this role, you will deliver a courteous and professional resolution/escalation service for IT and Information Services issues, assisting staff and students both on campus and remotely.

You will follow procedures to ensure incidents, problems, and service requests are handled according to agreed processes and timelines, ensuring prompt and efficient resolution.

Your responsibilities will include identifying, resolving, capturing, recording, and prioritising incidents, problems, and service requests, implementing appropriate solutions and workarounds to minimise user disruption.

Join our team and help maintain the high standard of IT support that keeps our university running smoothly.

Responsibilities

• Provide professional IT support and resolution services for campus and remote staff/students, following agreed processes and timelines
• Identify, resolve, record, and prioritise incidents, problems, and service requests, minimizing user disruption
• Support users with IT systems, MFA, Microsoft products, Office 365, VLE, library resources, intranet, remote access, mobile setup, wireless connectivity, and virus removal
• Advise users on best practices for cyber security
• Address user risks identified by university monitoring systems, taking remedial action with IT services support
• Perform routine network account administration, including password resets, print account credits, printing/photocopying inquiries, student registration checks, and user account management
• Create and maintain support materials for the team and Service Desk users
• Develop and maintain Service Requests within the Service Management System

About You

• GCSE English and Maths to a grade C or above (or equivalent)
• Experience of providing end user support on an IT Service Desk
• Experience of providing end user support with Microsoft Teams
• Experience of providing end user support with a wide range of Office 365 services
• Experience of working with colleagues to successfully resolve customer enquiries and to assist with the delivery of project goals
• Understanding of best practice in relation to personal cyber security
• Experience of providing support to end users with IT Security systems such as Multi-factor Authentication
• Ability to create accurate and user-friendly support articles and documents to help users self-solve incidents and service requests
• Able to demonstrate an ability to provide initial support for end users of a wide range of IT services, systems and software

Location:

You will be based at our Horsforth Campus and through our agile working framework, will also spend time working remotely, which will be discussed further at interview.

This advert will close as soon as a suitable number of applications have been received. So, if you’re interested in this opportunity and an exciting career with Leeds Trinity University, apply now.

Leeds Trinity University values diversity and inclusion and particularly encourages applications from the following groups as they are currently under-represented at this level within the University: Women, LGBT+, Black, Asian and Minority Ethnic applicants, as well as candidates with disabilities, whether hidden or otherwise. The University will consider all forms of flexible working arrangements.