Service Desk Analyst

The IT Service Desk Analyst will work as part of the team that provides first line support, both physical and virtual, to all ITS users within the University. The role will be responsible for being the first point of contact for ITS queries and for managing the resolution and escalation of these queries.

As the front face of ITS, staff on the Service Desk are expected to provide knowledgeable and professional advice to all University users; providing an excellent experience for both staff and students in the use of a wide range of exciting IT services, the post holder is expected to have a good understanding across a broad range of ICT disciplines.

The role will be expected to work to agreed operating procedures and support the delivery of ITIL Problem Management, as daily analysis of problems is required to establish root cause and thereby reduce recurring incidents.

The post holder will have excellent customer service skills and is expected to maintain the high reputation of the department across the University., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

Situated in the heart of the historic city of York, and with the addition of our London Campus, York St John University has a long and proud tradition as a distinguished higher education provider.

Our success is founded on the quality of academic teaching and research, our thriving campus environments, our professional and pastoral support, and our values of an inclusive, innovative and ambitious community with a strong sense of belonging.

The Team

ITS (Innovation and Technology Services) is the University's IT directorate, responsible for the maintenance and onward development of IT Services that support the University's business needs and the development and design of innovative new services in support of the University's Digital Strategy.

Please note that CVs are not accepted in place of the application form. Within the application process you will be asked to answer a selection of work-related questions. Our aim is to get to know you, and understand your individual skills and experience, and how you would apply these within the role. We are aware that ChatGPT can assist you with this, but we would prefer you to share your answers in your own words.

Our benefits package

We offer a wide range of employee benefits including -

- Excellent annual leave entitlement, including five discretionary university closure days over the Christmas period

- Disability leave (applies to staff who have disclosed a disability and is also available to staff with disabled dependants)

- Pension scheme

- Health Cash Plan after six months service

- Employee Assistance Programme

- Paid leave for Armed Forces Reservists

- On-campus courses, one-to-one tutorials, and online resources to help you develop your digital skills and work with new software

- Relocation expenses package for certain roles

- Reimbursement of Skilled Worker Visa application fees and Visa loan scheme for additional costs

Further information about life at YSJ

Read more about our culture, inclusive community, working arrangements and benefits for York St John employees here.

The latest news, views and stories from our staff and students can be found here.

We are committed to managing and reducing our environmental impact and to promoting sustainable development wherever we can, read more here.