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Position: Service Desk Support Analyst
Institution: University College London
Department: Professional Services Hub - IT Services
Location: London, United Kingdom
Duties: UCL is a dynamic and world leading University at the forefront of academic and research excellence. ISD exists to support and enhance learning, teaching, research and associated administrative processes at UCL through IT. IT Services is part of the Professional Services Hub comprising over 150 staff from the HR Shared Services team, Finance and Estates Helpdesk. This is a strongly customer-focussed group responsible for all IT Services support and is responsible for customer training and customer relations management The Service Desk Analyst works as part of a team, providing 1st line IT support and advice for a range of services over the phone, via Live Chat, through email and in person. This is the major focus of the role
Requirements: We are looking for a candidate with good technical and interpersonal skills, with experience of providing front line IT support in a large organisation ideally covering a range of services. You must have excellent verbal and written communication skills especially clear written and spoken English. You must also be logical and able to follow direction. You will have the ability to explain IT concepts to users with different levels of technical expertise and understanding, and have good analytical and problem solving skills
   
Text: Service Desk Support Analyst, - Ref:1873721 Click here to go back to search results Apply Now UCL Department / Division Professional Services Hub Specific unit / Sub department IT Services Location of position London Grade 6 Hours Full Time Salary (inclusive of London allowance) £ 29,152 - £ 35,077 per annum Duties and Responsibilities UCL is a dynamic and world leading University at the forefront of academic and research excellence. ISD exists to support and enhance learning, teaching, research and associated administrative processes at UCL through IT. IT Services is part of the Professional Services Hub comprising over 150 staff from the HR Shared Services team, Finance and Estates Helpdesk. This is a strongly customer-focussed group responsible for all IT Services support and is responsible for customer training and customer relations management The Service Desk Analyst works as part of a team, providing 1st line IT support and advice for a range of services over the phone, via Live Chat, through email and in person. This is the major focus of the role. The post holder will ensure that incidents and requests are handled and resolved according to agreed procedures, to minimise service impact and ensure customer satisfaction. In addition, the post holder will be expected to write documentation under the direction of the Senior Analyst or Shift Supervisor. The post holder will play a significant part in the Service Desks continuous improvement programme whilst ensuring that existing services are maintained and consistent KPIs are achieved. Shift working is a requirement of this role. The range of shift hours covered by various shifts currently spans 08:00 to 18:00 Monday to Friday, and the desk is open throughout the year. Key Requirements We are looking for a candidate with good technical and interpersonal skills, with experience of providing front line IT support in a large organisation ideally covering a range of services. You must have excellent verbal and written communication skills especially clear written and spoken English. You must also be logical and able to follow direction. You will have the ability to explain IT concepts to users with different levels of technical expertise and understanding, and have good analytical and problem solving skills. Further Details A job description and person specification can be accessed at the bottom of the page. To apply for the vacancy please click on the Apply Now button below. If you have any queries regarding the vacancy or application process, please contact Louise Millsom l.millsom@ucl.ac.uk The UCL Ways of Working for professional services supports colleagues to be successful and happy at UCL through sharing expectations around how we work please see www.ucl.ac.uk/ways-of-working to find out more. We particularly welcome applications from black and minority ethnic candidates as they are under-represented within UCL at this level. Closing Date 10 Feb 2021 Latest time for the submission of applications 23.59 Interview date TBC This appointment is subject to UCL Terms and Conditions of Service for Research and Support Staff. Please use these links to find out more about UCL working life including the benefits we offer and UCL Terms and Conditions related to this job. Job Description and Person Specification Apply Now
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