Senior Service Desk Analyst

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Senior 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 £30,487 - £36,024 per annum in Grade 6, 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

Are you a skilled IT professional with a passion for providing exceptional front-line support? We are seeking a Senior Service Desk Analyst to join our team and support the Service Desk Manager in delivering a professional and effective IT support service to our customers.

In this role, you will play a crucial part in managing and coordinating the delivery of IT support services, ensuring that our customers receive timely and effective assistance for all their IT needs. You will provide initial support for a range of IT technologies used within the University's IT Services operation, operating within the ITIL framework to ensure best practices are followed.

Your responsibilities will include troubleshooting and resolving technical issues, escalating complex problems when necessary, and maintaining clear and effective communication with customers. You will also contribute to the continuous improvement of our service desk operations by identifying areas for enhancement and implementing best practices.

As a Senior Service Desk Analyst, you will be instrumental in ensuring that our IT support services meet the high standards expected by our customers, contributing to the overall efficiency and effectiveness of the University's IT Services.

If you are a dedicated IT professional with a strong customer service orientation and experience in IT support, we invite you to join our team and help us deliver outstanding IT services to our university community.

Responsibilities

• Deputise for the Service Desk Manager in their absence, including assuming managerial responsibilities, overseeing team operations, and ensuring uninterrupted service delivery
• Assist the Service Desk Manager in overseeing the operation of the Service Desk team, adhering with the ITIL framework, and managing Service Level Agreements for all Incidents and Service Requests
• Supervise the IT Service Desk team, planning and organising the team schedule and setting daily priorities and tasks. Be an escalation point for technical queries
• Take the lead in creating and updating information guides, knowledgebase articles, and training material for staff and students. Proactively participate in workshops and group sessions to spearhead inductions, offer guidance, and deliver training on best practices
• Provide leadership in mentoring, coaching, fostering the professional growth of the Service Desk team
• Spearhead training and development initiatives to guarantee proficiency in supported technologies, ensuring the team’s continual advancement and expertise, and a culture of continuous improvement within the Service Desk team
• Provide initial technical support across all IT technologies offered and supported by
• IT Services. Utilising ITIL practices and our ITSM tool, Ivanti, for efficient incident management
• Record, prioritise, assign, and manage all requests and incidents reported to the Service Desk

About You

• GCSE English and Maths to a grade C or above (or equivalent)
• IT-related qualifications at college or university
• Professional IT qualifications or courses completed
• Strong organisational skills with the ability to effectively manage a varied workload and meet deadlines
• Experience working within an ITIL framework environment
• Proficiency in creating user-facing documentation and support materials
• Ability to develop and maintain team procedures and working practices
• Proficiency in Windows-based environment and Active Directory
• Familiarity with Office products, Teams, and SharePoint
• Excellent customer service skills, suitable for a customer facing IT support service
• Experience with Multifactor Authentication
• Understanding of best practice in relation to cyber security
• Demonstrable ability to provide initial support for end-users of a wide range of IT services, systems, and software. Proficient in fault diagnosis, triaging, and troubleshooting IT issues

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.