G5 - Service Desk Analyst

Harvey Nash is delighted to be partnering with the University of Leeds to recruit a Service Desk Analyst to join their Service Desk Team.

(Interviews taking place on the 8th October 2024)

The university has set out an ambitious plan to enhance student education, research, and corporate systems through increased use of digital technology, data, and digital approaches as part of their new university strategy.

With the launch of the Digital Transformation Strategy, it's time to modernise and secure the university's IT Services, supporting their ambitious visions for a digital future. As part of this critical initiative, we are seeking an experienced Service Desk Analyst to play a key role in shaping the future of IT Services at the university. If you're passionate about technology, innovation and making a difference, this is a unique opportunity to contribute to an exciting digital transformation journey.

You will solve a variety of IT issues and problems with different devices and technologies. You will aim to provide first time fixes through the ticket systems. You will be customer focused with excellent communication skills via phone call and email, able to translate technical information to a wide range of users.

Experience of interest:

• Providing a professional customer experience for all users via the chat-bot, email, face-to-face and phone;
• Investigating technical issues reported by users, asking questions to investigate and finding the causes for the issues;
• Escalating to the senior team members for complex issues once all 1st line methods of triage have been covered;
• Maintaining technical knowledge articles and documents to share with the wider IT services team;
• Excellent communication skills, with the ability to translate technical information.

What's in it for you?
£26,444 - £30,487 | 26 days holiday plus approx.16 Bank Holidays/days the University is closed by custom (including Christmas) - 42 days a year! | Great pension options | +Plenty more

Interested and want to learn more? Please apply within