IT Service Desk Analyst

The opportunity

University of the Arts London invites you to become a key player in our IT Service Desk team, the front-line for staff and students seeking IT support.

As an IT Service Desk Analyst, you will play a pivotal role in providing timely and accurate responses to IT service requests and incident handling. Your goal is to deliver a high-quality service experience to our University community, ensuring a high 'first contact resolution' rate aligning with the overall objectives of IT Services.

• Provide expert analysis and develop checklists for common IT issues, proposing effective procedures and controls for problem prevention.
• Maintain a comprehensive knowledge database and call tracking/service management databases to enhance the quality of problem resolutions.
• Collaborate within a dynamic team environment, sharing insights and assisting colleagues with calls as needed.

Handling approximately 35,000 calls annually, we excel in 1st line support with ambitious targets: 80% first-contact closure and 70% first-level resolution. As the most visible service provided by IT Services, the IT Service Desk shapes user perception. Your role is instrumental in maintaining a positive user experience, making customer service excellence your primary focus.

 

Your profile

With demonstrable experience in a service desk function, you will possess good working knowledge of Office 365 applications including Teams, Word, Excel, and PowerPoint, as well as strong troubleshooting and problem-solving skills. Capable of working cohesively and flexibly in a team, you will also possess excellent customer service skills.

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.

As a University we are ranked second in the world for Art and Design. We are formed of 6 Colleges with unique histories and identities: Camberwell College of Arts, Central Saint Martins, Chelsea College of Arts, London College of Communication, London College of Fashion and Wimbledon College of Arts. UAL also has 4 Institutes, 5 Research Centres, 1 Pre-Degree School and 2 subsidiary companies delivering specialist activities.

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.

Start your application

Candidates are advised to submit applications early.