University of Leeds

University of Leeds

Service Desk Analyst

Service Desk Analyst

2 posts available

This role is available to current employees within IT Services at the University of Leeds only

Interviews are expected to be held 28 February 2024

Grade 6 (£30,487 - £36,024 p.a.) Depending on experience

This role will be based on the University campus, with scope for it to be undertaken in a hybrid manner. We are also open to discussing flexible working arrangements.

Do you enjoy helping people with IT solutions? Are you passionate about IT and customer experience? Do you have substantial experience working in a customer facing technical support role and the ability to share best practices and collaboration?

As part of the campus based IT Services Desk Team, you will act as first point of contact for enquiries to IT Services. You will work with a diverse range of customers, technologies and devices, solving problems and finding solutions to IT issues. With responsibility for supporting the effective performance of the team, you will be managing complex communications, working on high priority, major and critical incidents, as well as service triaging incoming enquiries and calls; you will work to provide a first time fix service for straightforward incidents and issues referring more complex issues to 2nd and 3rd line support teams across the IT Service.

You will have excellent customer service skills and can translate technical information to a wide range of users. You will be responsible for providing advice and guidance for more complex queries and complaints and supporting colleagues through call coaching and mentoring. You will be able to resolve various technical issues, troubleshoot and provide first-line and second-line fixes for desktop, laptop, tablet and mobile devices. With a professional approach and ability to communicate effectively, you will be working as part of a team, managing your own workload, and playing a key role in ensuring users can access core IT services.

To explore the post further or for any queries you may have, please contact:

Vaseem Mohammed, IT Operational Leader – Front Line Services (Service Desk & Identity Management)

Email: [email protected]

Location: Leeds - Main Campus

Faculty/Service: Professional Services School/Institute: IT Section: IT Business Support Category: Technical Support Grade: Grade 6 Salary: £30,487 to £36,024 per annum Post Type: Full Time Contract Type: Ongoing Release Date: Monday 05 February 2024 Closing Date: Monday 19 February 2024 Interview Date: Wednesday 28 February 2024 Reference: CSUIT1693

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Further details:
  • Candidate Brief
  • Job details


    Service Desk Analyst


    University of Leeds


    United Kingdom


    February 06, 2024

    Application deadline

    February 19, 2024

    Job type



    Computer Science,Business and Economics

    About the employer

    The University of Leeds is a public research university in Leeds, West Yorkshire, England. It was established in 1874 as the Yorkshire College of Science. In 1884 it merged with the Leeds School of Medicine (established 1831) and was renamed Yorkshire College. It became part of the federal Victoria University in 1887, joining Owens College (which became the University of Manchester) and University College Liverpool (which became the University of Liverpool). In 1904 a royal charter was granted to the University of Leeds by King Edward VII.

    The university has 36,330 students, the 5th largest university in the UK (out of 169). From 2006 to present, the university has consistently been ranked within the top 5 (alongside the University of Manchester, Manchester Metropolitan University, the University of Nottingham and the University of Edinburgh) in the United Kingdom for the number of applications received. Leeds had an income of £789.6 million in 2019/20, of which £139.9 million was from research grants and contracts. The university has financial endowments of £82.1 million (2019–20), ranking outside the top ten British universities by financial endowment.

    Notable alumni include current Leader of the Labour Party Keir Starmer, former Secretary of State Jack Straw, former co-chairman of the Conservative Party Sayeeda Warsi, Piers Sellers (NASA astronaut) and six Nobel laureates.

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