"Service Desk Analyst"

Our University

Ravensbourne University London is a dynamic institution at the intersection of creativity, business, and technology. Based in London’s Design District in the heart of North Greenwich, we are home to a diverse, global community in one of the world’s most vibrant business and creative hubs.

The Role

We are looking for a IT Service Desk Analyst to join our team to provide on site support for our staff & students.

For this particular role we can offer one of two working patterns, either :

• Monday - Thursday 10:15 - 20:00 or
• Monday - Thursday 12:00 - 20:00 and Friday 09:00 - 17:00

The IT Service Desk is the central point of contact for IT queries from academics, students and staff. The Service Desk sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT Services objectives.

The team act as customer champions, offering specialist advice and support on IT-related issues while providing customers with the best possible service and conveying a sincere willingness to help.

The Service Desk Analyst is responsible for the effective delivery of a customer-focused, professional IT support service. Service Desk Analysts are expected to work effectively as part of a team, supported by the other members of the Service Desk team and the wider IT Services team.

Analysts will take ownership of incidents and requests and collaborate with colleagues within IT Services and beyond in order to deliver innovative, appropriate and timely solutions.

This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.

This is a superb opportunity for an experienced support professional who is self-motivated and adaptable to join the team.

The Candidate

Suitably qualified, you will have experience in delivering and supporting services in a mixed Windows & Apple Mac environment.

An understanding of the operation, support and development of IT technology in an Education environment would be advantageous to this role although this is not essential.

Key Responsibilities

• Provide 1st & 2nd line support of Windows and Mac devices for both staff & students.
• Manage the client environment with Intune & JAMF
• Desktop and Enterprise application management - Install, Configure, upgrade and support. Renewal and procurement of software.
• Office 365 Systems Administration – Management of operational administration activities including provisioning & configuration.
• Device Support – Working with suppliers and vendors to support specialised hardware (Laptop Lockers, Digital Signage displays).
• Asset management of end user devices.
• Creation of end user and system administrator documentation
• Providing training and guidance on the use of current and new technologies
• Operational Testing of technologies and products
• Provide first line support for in room AV systems.
• Conducting daily & weekly checks of key IT systems & services

Further details:

We welcome applicants from all backgrounds and communities, and in particular those that are currently under-represented in our workforce. This includes, but is not limited to, Black, Asian and Minority Ethnic candidates, candidates with disabilities, and female candidates.

At Ravensbourne, we are committed to supporting applicants with disabilities. We offer interviews to those who declare a disability and meet the essential criteria for the role. In situations where we receive a high volume of applications, we will prioritise interviewing those disabled applicants who most closely align with the minimum requirements.