IT Service Desk Support Officer

Location East London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: 35k per annum

​We have an exciting opportunity come up at a leading university in East London (City) on a permanent basis that is searching for a talented individual who is looking for a new challenge in an organisation that offers excellent training and progression.


  • Be the main point of contact for users of the service.

  • Ensure all users are treated efficiently, professionally and appropriately

  • Engage and interact with staff and students both proactively and reactively, to assess their needs, address their requests and issues

  • Deliver 1st and 2nd line support, making use of the IT Service Desk as the main platform for this service delivery.

  • Assist users in making effective use of ICT, remote working technology, classroom and audio/visual equipment across the business according to procedures

  • Respond constructively and efficiently to user requests for support and service.

Assure effective and efficient Service Desk operation by:

  • Accurately recording, updating and documenting incidents and requests on the IT Service Desk platform.

  • Installing, setting up, configuring and upgrading workstations to ensure users can effectively work and study on site and remotely.

  • Supporting IT Support Engineers with the installation, setting up, configuring, upgrading and maintaining of new and existing hardware across the network to ensure reliability and accessibility for all stakeholders.

  • Diagnosing and resolving software and hardware incidents including carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service as soon as possible.

  • For all requests that cannot be resolved, provide an effective interface between users and service providers, including external commercial suppliers where applicable. Ensuring applicable and topical information and support documentation is available, promoted and shared internally and with customers via the appropriate platforms.

  • As part of maintaining strict and accurate change management procedures, accurately updating and maintaining configuration management databases and platforms.

Perform back-end administration of the Service Desk system including:

  • Providing the required systems’ monitoring reports to managers, ensuring information is prepared to the highest standard of accuracy.

  • Maintaining Knowledgebase articles.

  • Reviewing and updating Service Desk templates in collaboration with the line manager.

  • Liaise with the suppliers of the Service Desk system in relation to any technical issues with the system itself.

  • Administer users and computers in Active Directory, users in Microsoft 365 and telecoms system.

  • Liaise and coordinate with other technical teams, including Technical Services and external providers/contractors as appropriate.

  • Provide user induction and training in all modes of usage of systems, products and services providing information on the full range of capabilities.

  • Under supervision of the line manager, deliver the basic cyber skills sessions of the Succeeding at University module to new students.

  • In liaison with the line manager, develop and distribute a scheduled IT Services bulletin to staff.

  • Provide cover during staff absence within the department and represent the line manager and the team at meetings and committees as required.

  • Work within the relevant legislation, policies and procedures and maintain confidentiality regarding data kept on the University’s networks.



  • Degree or equivalent, or professional vocational qualification or significant relevant experience in a similar environment.

  • Ability to think logically, be accurate and methodical and demonstrate practical troubleshooting and problem analysis techniques.

  • A proven understanding of the importance of customer care with the ability to deal with conflict effectively

  • Excellent communication skills with the ability to communicate effectively with technical and non-technical colleagues and students at all levels.

  • Attention to detail and ability to show initiative and proactive approach.

  • Ability to interact confidently and professionally with users to establish what the problem is and explain the solution.

  • Ability to prioritise your workload and perform well under pressure.

  • Self-motivated with the ability to work effectively within a team and to work flexibly.


  • Professional qualifications or accreditations in an IT Service related discipline

  • Familiar with a configuration management database holding data relating to IT assets (configuration items) and the descriptive relationships between assets.

  • Ability to compile statistical information and produce reports.