IT Service Desk Analyst
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What you'll do
- Customer facing first line role aligned with the Endpoint Support Team.
- Log all interactions in the ticketing system.
- Escalate the issue to the second line team in cases where this can’t be done.
- Learn from the second line teams.
What they're looking for
- Higher education to degree level, or equivalent, or substantial relevant experience of working in an IT and/or customer support environment.
- Previous experience in an IT support environment such as a helpdesk or call centre.
- Experience of logging calls onto a helpdesk system working to SLA’s.
- Following helpdesk procedures and guidelines.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Salary:
£33,111 to £37,298 per annum, inclusive.
Closing Date:
Monday 16 October 2023
Interview Date:
Wednesday 25 October 2023
Reference:
PSS-ITS-2023-15
The London School of Hygiene & Tropical Medicine is a world-leading centre for research and postgraduate education in public and global health. Our mission is to improve health and health equity in the UK and worldwide; working in partnership to achieve excellence in public and global health research, education and translation of knowledge into policy and practice.
The IT Service Desk Analyst role is a customer facing first line role aligned with the Endpoint Support Team. You will be expected to log all interactions in the ticketing system. In cases where this can’t be done, the IT Service Desk Analyst should escalate the issue to the second line team. There will be scope to learn from the second line teams and this would be an excellent opportunity for someone looking to gain knowledge to assist them in making that transition.
You should hold Higher education to degree level, or equivalent, or substantial relevant experience of working in an IT and/or customer support environment. Previous experience in an IT support environment such as a helpdesk or call centre and experience of logging calls onto a helpdesk system working to SLA’s, following helpdesk procedures and guidelines is essential. Further particulars are included in the job description.
The post is full-time 35 hours per week, 1 FTE and fixed-term till 30 April 2024.
The salary will be on the Professional Services salary scale Grade 4 in the range £33,111 - £37,298 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 at the London School of Hygiene & Tropical Medicine.
Applications should be made on-line via our website at http://jobs.lshtm.ac.uk. 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 jobs@lshtm.ac.uk.
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.
The London School of Hygiene & Tropical Medicine is committed to being an equal opportunities employer. We believe that when people feel respected and included, they can be more creative, successful, and happier at work. While we have more work to do, we are committed to building an inclusive workplace, a community that everyone feels a part of, which is safe, respectful, supportive and enables all to reach their full potential.
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