Job Description

University of the Arts London invites you to become a key player in our IT Service Desk team, the frontline for staff and students seeking IT support.

As an IT Service Desk Analyst, you will play a pivotal role in providing timely and accurate responses to IT service requests and incident handling. Your goal is to deliver a high-quality service experience to our University community, ensuring a high \'first contact resolution\' rate aligning with the overall objectives of IT Services.

Key responsibilities:

• Provide expert analysis and develop checklists for common IT issues, proposing effective procedures and controls for problem prevention.
• Maintain a comprehensive knowledge database and call tracking/service management databases to enhance the quality of problem resolutions.
• Collaborate within a dynamic team environment, sharing insights and assisting colleagues with calls as needed.

Handling approximately 35,000 calls annually, we excel in 1st line support with ambitious targets: 80% first-contact closure and 70% first-level resolution. As the most visible service provided by IT Services, the IT Service Desk shapes user perception. Your role is instrumental in maintaining a positive user experience, making customer service excellence your primary focus.

About you

With demonstrable experience in a service desk function, you will possess good working knowledge of Office 365 applications including Teams, Word, Excel, and PowerPoint, as well as strong troubleshooting and problem-solving skills. Capable of working cohesively and flexibly in a team, you will also possess excellent customer service skills.

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres.

We\'re made up of all types of people, coming together in London, the world\'s creative capital. We are designers, artists, performers, thinkers, researchers and makers. Our students, staff and graduates form a global network of creatives, entrepreneurs and leaders. Together, our ideas change the world. Because the world needs creativity.

We are ranked highly across the board. We are ranked first for specialist art and design, second in the world for Art and Design in the 2022 QS World University Rankings (for the fifth year in a row), ranked fifth in sustainability and two of our colleges were rated in the top three fashion schools in the world.

Our culture

We have become one of the world\'s most international Universities, welcoming over 22,000 students and 6,000 staff from 130 countries. And, as a global university, staff and students learn from different cultures and perspectives, which leads to new conversations and innovative work. At our very core, everything we do seeks to challenge the status quo by driving social purpose and standing up for what matters.

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We aim to be a university where everyone can be themselves and are supported to reach their full potential.

With our commitment to inclusion and diversity, we are proud to be a Race Equality Charter (REC) member to help us reduce barriers that negatively impacts B.A.M.E. staff, a Stonewall Diversity Champion to ensure all LGBTQ+ people are valued at work, a Disability Confident Scheme Committed employer and member of the Business Disability Forum which help us to improve the lives of disabled people in the workplace.

University of the Arts London