Service Desk Analyst

This role is available to current employees within IT Services at the University of Leeds only
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 service? Do you have substantial experience of working in a customer facing technical support role?
As part of the campus IT Service 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 triaging incoming enquiries and calls, you will work to provide a first time fix service for straight forward 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 be able to translate technical information to a wide range of users.
You will be able to resolve a variety of technical issues, troubleshooting and providing first line and second line fixes for desktop, laptop, tablet and mobile devices. With a professional approach, excellent communication skills, you will be working as part of a team to manage your own workload, playing a key role in ensuring users can access core IT services. You will be responsible for providing advice and guidance for more complex queries and complaints as well as supporting colleagues through call coaching and mentoring.