Senior Service Desk Analyst

THIS JOB HAS NOW CLOSED

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.

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 DigitalandTechnologystaffrecruitment@arts.ac.uk.

We are UAL

University of the Arts London (UAL) generates and inspires the creativity the world needs for a better future. Since 1842, our colleges have been defining creative education. With curiosity, imagination and intent we make work which creates lasting change for people and our planet. London is core to who we are, a place where we meet and share ideas with people from different backgrounds and cultures.

Our creative network influences learning, culture, industry and society on a global scale. Our academics and practitioners deliver creative education and inspire new ways of thinking through research and innovation. We work with students at every level from pre-degree and short courses to postgraduate and online learning, enabling them to build the careers they want. Together, we are a community of makers, thinkers, pioneers and storytellers redesigning the future.

Our culture

We are a global University, welcoming over 22,000 students and 6,000 staff from 130 countries. We aim to be a university where people can be themselves and feel supported to reach their full potential. That’s why we are proud to be members of the Race Equality Charter (REC) and Business Disability Forum, are a Disability Confident Scheme Committed and Living Wage employer and maintain our status as a Stonewall Diversity Champion.

Application process

We operate a fair and open anonymous selection process. Thus, you will need to create an account and submit an application through our job board. As part of this, you will need to provide a supporting statement/answer some competency questions to demonstrate your suitability. Our recruitment process involves: Application, Shortlisting, Interview and Assessment, Offer, Onboarding.

We understand the benefits of using AI in work. But, if you are thinking of using it to submit an application, we ask you to think about what value it adds. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

If we receive a high volume of applications, the closing day date might close early. We aim to communicate any changes to the closing date with at least 24 hours’ notice. If you have any general questions or have accessibility needs, please refer to our Contact us page.

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