Senior Service Desk Analyst


Digital and Technology
University IT Services
UAL - Elephant and Castle, London UK
Grade 4
£38,359 to £47,109 per annum


Full time - 35 hours per week

22 February 2024 23:55

7th and 8th March 2024

The opportunity

Join University of the Arts London in our commitment to delivering exceptional IT support to our staff and students. We're currently seeking an experienced Senior Service Desk Analyst to join our team.

The Service Desk serves as the frontline for IT assistance, handling approximately 35,000 enquiries annually. We pride ourselves on maintaining high service level targets, with an emphasis on first-contact closure and first-level resolution.

In this role, you will serve as a senior resource, delivering a broad range of IT support services to end users across the university community. Working closely with our Senior IT Support Analysts and Strategy and Architecture teams, you will play a pivotal role in ensuring customer satisfaction and meeting service level standards.

Your primary responsibility will be to provide technical support to end users via telephone, electronic communication, and remote assistance. You will be working in a fast-paced environment, handling multiple support calls and tickets from various channels and you will be expected to prioritise these requests following ITIL best practices. Additionally, you will act as an escalation point for complex technical issues and provide guidance to the Service Desk Analysts.

About you

The ideal candidate will have proven experience in a technical support role, with proficiency in operating and reporting on ITSM ticketing systems. A strong understanding of Incident Management, Change Management, and Request Fulfilment is essential, along with extensive knowledge of MS Office 365 administration, Windows and MAC OS operating systems, network technologies, AD and Azure account administration, and Mobile Device Management. 

Excellent problem-solving skills, attention to detail, and outstanding communication and leadership abilities are crucial for this role. Additionally, the ability to foster positive relationships across technical and specialist teams is equally important.

If you have any queries about this role or need any reasonable adjustments for your application, please contact Zele Akhilele, Resourcing Adviser via email at

What we offer

To recognise the hard work of our staff and their contributions, we provide a wide range of benefits – please check our careers site/Canvas for further information as conditions and exclusions apply:

▪ at least 31 days of annual leave in addition to bank holidays.
▪ generous defined benefit pension schemes (LGPS).
▪ flexible working and family-friendly policies for improved work-life balance.
▪ 2 days of paid volunteering leave for a UK registered charity.
▪ discounts including TOTUM, gyms, nursery and private healthcare insurance.
▪ continuous learning and development opportunities including free UAL Short Courses.
▪ season ticket loan, cycle to work scheme, free counselling via EAP and more! 

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres.

We’re made up of all types of people, coming together in London, the world’s creative capital. We are designers, artists, performers, thinkers, researchers and makers. Our students, staff and graduates form a global network of creatives, entrepreneurs and leaders. Together, our ideas change the world. Because the world needs creativity.

We are ranked highly across the board. We are ranked first for specialist art and design, second in the world for Art and Design in the 2023 QS World University Rankings (for the fifth year in a row), ranked fifth in sustainability and two of our colleges were rated in the top three fashion schools in the world. 

Our culture

We have become one of the world’s most international Universities, welcoming over 22,000 students and 6,000 staff from 130 countries. And, as a global university, staff and students learn from different cultures and perspectives, which leads to new conversations and innovative work. At our very core, everything we do seeks to challenge the status quo by driving social purpose and standing up for what matters.

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We aim to be a university where everyone can be themselves and are supported to reach their full potential.

With our commitment to inclusion and diversity, we are proud to be a Race Equality Charter (REC) member to help us reduce barriers that negatively impacts B.A.M.E. staff, a Stonewall Diversity Champion to ensure all LGBTQ+ people are valued at work, a Disability Confident Scheme Committed employer and member of the Business Disability Forum which help us to improve the lives of disabled people in the workplace. 

If you have not applied or signed up for job alerts with us before, you will need to create an account. Registration does not take long and will help you to keep track of your application during the recruitment process.

Stages involved in the process: Application, Shortlisting, Interview Q&A, Onboarding

As part of your application, you will need to answer 4 competency questions demonstrating how you meet the role requirements as can be found in the person specification.

We advise you to apply early as the application closing date may be brought forward if we receive enough applications. If you have any general questions or require any reasonable adjustments, please get in touch via
Please read through our FAQs page before applying.

This opportunity is closed to applications.