We are looking to appoint a Service Desk Analyst to join our thriving IT Services department at an exciting time in the development and expansion of IT provision at the University.

The role

Postholders will work within a growing team to provide a customer-focused Service Desk for users of our IT facilities both in Leeds and based at our UK franchise partners. This will include providing initial support to users requiring assistance with the University’s IT systems and software, Office 365, Teams and authentication services.

Main duties and responsibilities

  • To provide an effective, courteous and professional resolution/escalation service for IT Services and Information Services issues for staff and students on campus and those accessing LTU IT Systems remotely. To follow appropriate procedures to ensure that incidents, problems and service requests are dealt with according to agreed processes and timescales.
  • To follow appropriate actions and escalation procedures for the identification, resolution, capture, recording and prioritising of incidents, problems and service requests. Implementing appropriate solutions/workarounds to ensure user disruption is minimised.
  • To provide support to users requiring assistance with the University’s IT systems and integrated authentication services such as MFA (Multi-Factor Authentication). Systems include the suite of Microsoft products and other core University software and services, Office 365 services (including MS Teams), the Virtual Learning Environment, the library management system/electronic resources, Intranet, remote access service, mobile device setup, wireless connectivity and advice on virus removal following guidelines provided by IT Services.
  • To provide advice to users regarding best practice for cyber security issues when using IT systems.
  • To respond to any user risks (virus, risky sign-in, imminent account closure, quota issues) identified by the university monitoring systems and undertake any relevant remedial action with support from relevant IT services teams.
  • To undertake routine network user account administration duties to include password resets in relation to the University Network and the Virtual Learning Environment, the addition of credits to print accounts, dealing with routine enquiries associated with printing and photocopying devices, and checking student registration and programme details on the student record system, user account creation and deletion.
  • To play an active role in the creation and maintenance of support materials including print, knowledge base and online, for use by the team as well as Service Desk users.
  • To play an active role in the development, definition and maintenance of Service Requests for within the Service Management System.
  • Input into the ongoing enhancement and development of the Service Management System, particularly for functions required by the Service Desk team.
  • To work with colleagues across Digital and Information Services to carry out service requests such as remote software installation and mobile device preparation where appropriate.
  • To carry out user communication activities, in accordance with the University’s IT service management processes.

About you

This position welcomes candidates with a range of experiences, including those currently studying IT-related courses. Key qualities for success include interpersonal and communication skills, proficiency in IT, a general understanding of enterprise or educational IT systems, and the ability to assist others with various applications, such as Office 365.

Further details

  • These new roles are primarily based at the City Campus, but you may also be required to work at our Horsforth Campus. The expected start date for this role is August 2024. 
  • This advert will close as soon as we receive a suitable number of applications.
  • Interviews for this post are expected to take place on 16 th May 2024.

If you have any queries about the application process, please email jobs@leedstrinity.ac.uk or call 0113 283 7130

Leeds Trinity University values diversity and inclusion and particularly encourages applications from the following groups as they are currently under-represented at this level within the University: Women, LGBT+ and Black, Asian and Minority Ethnic applicants, as well as candidates with disabilities, whether hidden or otherwise. The University will consider all forms of flexible working arrangements.