Senior Service Desk Analyst

The opportunity
Join University of the Arts London in our commitment to delivering exceptional IT support to our staff and students. We're currently seeking an experienced Senior Service Desk Analyst to join our team.

The Service Desk serves as the frontline for IT assistance, handling approximately 35,000 enquiries annually. We pride ourselves on maintaining high service level targets, with an emphasis on first-contact closure and first-level resolution.

In this role, you will serve as a senior resource, delivering a broad range of IT support services to end users across the university community. Working closely with our Senior IT Support Analysts and Strategy and Architecture teams, you will play a pivotal role in ensuring customer satisfaction and meeting service level standards.

Your primary responsibility will be to provide technical support to end users via telephone, electronic communication, and remote assistance. You will be working in a fast-paced environment, handling multiple support calls and tickets from various channels and you will be expected to prioritise these requests following ITIL best practices. Additionally, you will act as an escalation point for complex technical issues and provide guidance to the Service Desk Analysts.

About you
The ideal candidate will have proven experience in a technical support role, with proficiency in operating and reporting on ITSM ticketing systems. A strong understanding of Incident Management, Change Management, and Request Fulfilment is essential, along with extensive knowledge of MS Office 365 administration, Windows and MAC OS operating systems, network technologies, AD and Azure account administration, and Mobile Device Management.

Excellent problem-solving skills, attention to detail, and outstanding communication and leadership abilities are crucial for this role. Additionally, the ability to foster positive relationships across technical and specialist teams is equally important.

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: 22 February 2024 at 23:55.

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 [email protected] .

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.