Job Description

The IT Service Desk Analyst role is primarily a first line support-based function under the IT division of Operations and Support. The IT Service Desk function comprises a walk-up desk, a telephone service and our online self-service portal.
You will take part in maintaining, supporting, and developing the IT services that support the research and teaching in the school. This includes using the service support tool to document customer interactions and any work undertaken, and escalating requests and faults to other teams when necessary.
Occasionally, you may act as Service Desk Supervisor, overseeing the main IT Service Desk requests list, managing major calls, and providing updates to the Head of Operations and Support.
This role will be aligned with the Endpoint Systems and Support Team - whose responsibilities cover user account administration, as well as second line support for shared folders, shared mailboxes, secure servers and printing services.
Continuous professional development and adherence to the school's values, including equality, diversity, health and safety, and data protection, are also key responsibilities.
Who we're looking for

• Educated to a degree level, or equivalent, or substantial relevant experience
• Good general IT skills, experience and knowledge, with some exposure or background in user account administration and printing services support.
• Knowledge and familiarity of Windows operating systems.
• Well-developed communication skills and ability to explain complex information in a simple and concise manner.
• A passion for supporting users and colleagues, working collaboratively within the team, across IT Services and the school.

The post is full-time 35 hours per week, 1FTE and permanent.
The salary will be on the Professional Services salary scale, Grade 4 in the range 34,261 - 38,448 per annum (inclusive of London Weighting). The post will be subject to the LSHTM terms and conditions of service. Annual leave entitlement is 30 working days per year, pro rata for part time staff. In addition to this there are discretionary "Wellbeing Days". Membership of the Pension Scheme is available. The post is based in London.
Applications should be made on-line via our jobs website. Online applications will be accepted by the automated system until 10pm of the closing date. Any queries regarding the application process may be addressed to .
The supporting statement section should set out how your qualifications, experience and training meet each of the selection criteria. Please provide one or more paragraphs addressing each criterion. The supporting statement is an essential part of the selection process and thus a failure to provide this information will mean that the application will not be considered. An answer to any of the criteria such as "Please see attached CV" will not be considered acceptable.
Please note that if you are shortlisted and are unable to attend on the interview date it may not be possible to offer you an alternative date.
Further Details:

Skills Required