Service Desk Analyst

Do you enjoy helping people with IT solutions? Are you passionate about IT and customer experience? Do you have substantial experience of working in a customer facing technical support role, and the ability to share best practice and collaboration? As part of the Campus IT Front Line Services Service Desk Team you will act as first point of contact for enquiries to IT Services. You will work with a diverse range of customers, technologies and devices, solving problems and finding solutions to IT issues. With responsibility for supporting the effective performance of the team you will be responsible for managing complex communications, working on high priority, major and critical incidents as well as service triaging incoming enquiries and calls, you will work to provide a first time fix service for straightforward incidents and issues referring more complex issues to 2nd and 3rd line support teams across the IT Service. You will have excellent customer service skills and be able to translate technical information to a wide range of users. You will be responsible for providing advice and guidance for more complex queries and complaints as well as supporting colleagues through call coaching and mentoring. You will be able to resolve a variety of technical issues, troubleshooting and providing first line and second line fixes for desktop, laptop, tablet and mobile devices. With a professional approach, excellent communication skills, you will be working as part of a team to manage your own workload, playing a key role in ensuring users can access core IT services.

The University of Leeds is one of the largest higher education institutions in the UK, with over 38,000 students from more than 150 different countries, and a member of the Russell Group of research-intensive universities.