IT Service Desk Analyst (Redeployee Applicants Only)

Background

Responsibilities

• The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration
• Receives and handles requests for support following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.
• Provides assistance to users in a professional manner following agreed procedures for further help or escalation.
• Maintains accurate records of user requests, contact details and outcomes.
• Contributes to the development of installation procedures and standards.
• Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate.
• Assists users in making more effective use of desk-top systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable.
• For all products, services and systems within the area of responsibility, demonstrates, installs and commissions desk-top systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.
• Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of systems, products and services, providing information on the full range of capabilities.

Closing date for applications

• 4th October 2026 at 11:59pm
• The selection process will involve an interview. Further details will be confirmed at the interview stage.
• City St George’s offers a sector-leading salary, pension scheme and benefits including a comprehensive package of staff training and development.
• City St George’s, University of London is committed to promoting equality, diversity and inclusion in all its activities, processes, and culture for our whole community, including staff, students and visitors.
• We welcome applications regardless of age, caring responsibilities, disability, gender identity, gender reassignment, marital status, nationality, pregnancy, race and ethnic origin, religion and belief, sex, sexual orientation and socio-economic background. City St George’s operates a guaranteed interview scheme for disabled applicants.
• The University of business, practice and the professions