Please note: This vacancy is open to internal applicants only. Please use your @citystgeorges.ac.uk/@sgul.ac.uk email address when submitting an application.
City St George’s, University of London is the University of business, practice and the professions and brings together the expertise and excellence of City, University of London and St George’s, University of London into one institution. The combined university is now one of the largest higher education destinations for London students, combining a breadth of disciplines across health, business, policy, law, creativity, communications, science and technology. Our students are at the heart of everything that we do, and we are committed to supporting them to pursue their career and personal ambitions.
Our research is engaged, at the frontier of practice and has a positive impact on the world around us.
Background
Responsible for level 1 and 2 software and hardware support, predominately via telephone, face to face at service points, via email or via the web.
Provision of technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analysing, identifying and diagnosing faults and symptoms using established processes and procedures. Majority of resolutions are completed “remotely”.
Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking/service management database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.
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.
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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.
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Provides assistance to users in a professional manner following agreed procedures for further help or escalation.
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Maintains accurate records of user requests, contact details and outcomes.
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Contributes to the development of installation procedures and standards.
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Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate.
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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.
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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.
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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.
Additional Information
Closing date for applications: 25 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
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IT Service Desk Analyst (Internal Applicants Only) employer: City St George's, University of London
City St George’s, University of London is an exceptional employer that prioritises the growth and well-being of its staff while fostering a collaborative and inclusive work culture. With a commitment to impactful research and a sector-leading salary alongside comprehensive training and development opportunities, employees are empowered to make meaningful contributions in their fields. Located in one of the largest higher education institutions in London, the university offers a vibrant environment where diverse perspectives are valued, ensuring that every team member can thrive both personally and professionally.
Contact Details:
City St George's, University of London Recruitment Team
