End User Services Analyst

Location
London (Greater) (GB)
Salary
Grade 5, £34,502 - 39,333 per annum, inclusive of £4000 per annum London Allowance.
Posted
05 Aug 2022
End of advertisement period
02 Sep 2022
Ref
051886
Academic Discipline
Engineering & Technology
Contract Type
Permanent
Hours
Full Time

Job description

King’s College London is looking for an experienced End User Services Analyst to join one of its campus-based End User Services teams. This is a customer-focussed role, primarily dedicated to providing excellent desktop support to the end users (staff, students, and visitors) of the computing services provided by the IT department.  

 

You will process tickets assigned to the team, providing deskside and remote support to ensure their completion within applicable SLAs. This will include supporting our Windows and macOS standard operating environments and mobile devices, offering second line support to our software systems, and undertaking PC hardware servicing when required. You will be an ambassador for IT, offering advice and knowledge where appropriate. 

 

You will participate in cross-team working, training, and moving between sites as directed to ensure a high level of service is provided, and knowledge and skills are developed and shared, and contribute to the continual improvement and development of IT Services.  

 

Successful candidates will be experienced or certified in supporting, configuring, upgrading, and testing Microsoft and Apple systems, display excellent diagnostic, problem-solving and troubleshooting skills, have outstanding communication skills, and have a customer-focussed approach to service delivery.  

 
 
 

This post will be offered on an indefinite contract.  

This is a Full Time Post.

 

Key responsibilities

• Process support tickets assigned to the End User Services team and ensure their completion within the applicable SLAs.  

• To provide desk side support, remote support and participate in the rota for King’s IT 

• Maintain and manage relevant technologies to an appropriate standard. 

• Participating in cross team working, training and moving between sites as directed to ensure a high level of service is provided and that knowledge and skills are developed on the supported IT infrastructure. 

• Participate in the continual service improvement process. 

• Function as an IT ambassador providing advice and knowledge where appropriate. 

• To undertake duties concerning end user, hardware, software, operating systems (including Windows, macOS and mobile operating systems), configuration support and maintenance. 

• To contribute actively to the continual service improvement and development of IT Services. 

• To contribute to the IT knowledge base and documentation as required and adhere to University’s IT policy. 

• To exercise sound professional and technical knowledge and to keep up to date with new developments / best practice. 

Skills, knowledge, and experience 

Essential criteria 

1. Microsoft/Apple certified and/or appropriately experienced. 

2. Excellent diagnostic and problem-solving skills 

3. Able to install, configure, upgrade and test desktop computers (both Windows and Mac), peripherals and basic office applications 

4. Able to install, configure, upgrade and test desktop computers (both Windows and Mac), peripherals and basic office applications 

5. Knowledge of computer operating systems (Windows, macOS and Android) 

6. Excellent communication, liaison and coordination skills 

7. Ability to think creatively in order to anticipate and solve problems, take corrective action where necessary 

8. Commitment to the innovative development of user-oriented services 

9. Customer-focused approach to service delivery and development 

Desirable criteria 

1. An understanding of the research/teaching needs of higher education 

2. ITIL Foundation certification 

3. Membership of an appropriate professional body e.g. BCS 

Further information

Due to the service nature of the post out of hours work and attendance when necessary is expected as per the IT Systems Out of Hours arrangements 

 

IT Support  

Desktop 

Apple Mac 

 

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