The IT Service Desk is the single point of contact for all IT support for LSBU, and it has a vacancy for a first line Service Desk Analyst to join the team which provides excellent customer service and high-quality first line support.

LSBU IT Service Desk support staff via self-service, telephone, email and walk-in callers and the successful applicant must excel in communication to a diverse range of stakeholders

You will provide a consistent first line technical support to our customer base, helping to resolve issues, requests and queries efficiently and professionally, via using remote control tools, liaising and building positive relationships with colleagues in 2nd line resolver teams, to ensure a quick and effective response which are measured through agreed Service Level Targets.

The suitable candidate will have a strong customer service focus, delivering best first class service excellence with a demonstrable solid IT background with some IT qualification and ITIL exposure. You must be a great communicator, both orally and in writing and ensure the highest standards are applied for record keeping and security.

You will be expected to prioritise your workload to deadlines while working well under pressure, ensuring the LSBU customers are communicated to throughout the lifecycle of a support ticket and service excellence is at the centre of everything we do. You will be expected to use and contribute to our knowledge base and take a continuous service improvement approach in all aspects of work in IT Service Management.

You need to be team focused, target orientated, flexible and demonstrate a customer first attitude; you’ll be encouraged to contribute and develop ideas to enhance the efficiency of the service and to find ways to improve support.

You will have experience of supporting users in a comparable Windows network environment, including an excellent understanding of the following:

· Microsoft Server and User Administration of Active Directory

· Microsoft Windows 7, 10

· Identity Manager administration, such as ISIM, Dell One Identity Manager

· IT Service Management Tool such as, TOPdesk, Supportworks, Cherwell, Remedy etc.

· MS Office 365, MS One Drive, Teams, Yammer support and administration

· MS Office Suites, Adobe CC, Network Drives, Account Creation, Permission

· VPN, Remote Desktop, SCCM,

· Multifunctional Devices (Canon, Xerox, Konica Minolta etc.)

· Mobile Device Management such as MobileIron, Jamf, MS Intune

· Smart Phones, iOS and Exposure to Apple OS

· Basic Audio Visual Systems control such as Creston

The team operates on a Monday to Friday Rota and provide support between 08:00 – 18:00 with core shifts rotation between 08:00-16:00 to 10:00 – 18:00

Apply Here

Ref REQ4403

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