About the role

As a Senior Service Desk Analyst, you will work closely with the Service Desk and Training Manager to support a team of Service Desk Analysts, providing a professional and customer-focused, single point of contact for all Digital Services customers, whilst also supporting the Divisional Operations Manager with software licence management tasks.

You will be responsible for providing help and support for the full range of IT services that are provided by the IT Service Desk. This includes managed desktops and notebooks, a wide range of specialist software (>100 applications), email and calendaring (based on MS Exchange), networked printers, provision of equipment in teaching rooms, lecture theatres and open access computer areas, a Virtual Learning Environment, web, print and moving image design and publishing facilities, the networking infrastructure (including wireless), as well as the large business applications which support finance, HR/ payroll, student records and many other business areas.

About you

To be successful in this role, you will be educated to A-level or equivalent standard and have significant experience of working within a customer environment supporting an IT service. You will also be able to provide a high quality face-to-face, telephone and email technical service for customers seeking assistance with any aspect of the University's IT services.

You should have extensive experience of using and providing guidance on Microsoft Windows and Office applications, file management software, Anti-virus software, Internet browsers and Email systems and SPAM management. Being able to organise, plan and prioritise the day-to-day work of the Service Desk is an essential part of the role.

Additional information

Informal enquiries are welcomed, and should be made to Ismail Patel on [email protected].

Interviews are expected to commence from week beginning 16 December 2024

The University of Leicester has been changing the world, and changing people’s lives, for 100 years. When you join us, you’ll become part of a community of Citizens of Change, which includes not only our staff and our current students but also thousands of Leicester graduates around the world.

As a diverse and forward-thinking employer, we embed the principles of equality, diversity and inclusion into everything we do. That includes not just our core missions of teaching and research, but also our support for staff, students and our local community.

We’re committed to the wellbeing of all our staff and to the sustainability of our environment, on our campus and beyond. We offer a competitive salary package, excellent pension scheme and a generous annual leave allowance, along with opportunities to develop your career in a supportive and collaborative environment.

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Senior Service Desk Analyst

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