About the job
About the Client
Our client is one of the largest and most prestigious universities in London—a renowned research institution committed to academic excellence and continuous innovation. We are looking for a dynamic, motivated, and customer-oriented Service Desk Officer to join our IT team and help deliver exceptional support to the university community.
About the Role
As a Service Desk Officer, you will be a key part of a 20-member Support Team that provides high-quality first-level IT support to students, professors, and university staff across all departments.
The team’s responsibilities focus on three core areas:
- Student support
- Staff support
- Collaboration with other university IT teams
The busiest period is between August and November during student enrollment. Afterward, the workload decreases, allowing you to focus on professional development, internal projects, and skill-building.
Key Responsibilities
- Act as the first point of contact for all users via phone, email, or ticketing tools.
- Assist users in resolving technical issues or fulfilling requests.
- Provide basic support for hardware, software, networks, and user accounts.
- Log and manage tickets in ServiceNow.
- Ensure high user satisfaction through attentive and proactive support.
- Contribute to the continuous improvement of processes and workflows.
About You
We’re looking for motivated individuals who are eager to learn and grow. You will thrive in this role if you are enthusiastic, communicative, and excited to build excellent user experiences.
Requirements
- High proficiency in English (written and spoken).
- Knowledge of Windows, macOS, and common applications.
- Strong problem-solving skills and motivation to develop professionally.
- Team-oriented mindset, openness, and transparency.
Nice to Have (not required)
- Familiarity with ServiceNow, SCCM, Azure, or similar tools.
- You will learn everything during training if these are new to you.
What This Position Offers
- A strong entry point into service management and managed services.
- Exposure to ITIL best practices and large-scale IT environments.
- A clearly defined career path with opportunities for advancement and salary growth.
- Performance evaluations twice a year (April & October).
- Hybrid work model after onboarding (minimum 2 days per week in the office).
- Office located in New Belgrade.
- Support for courses, books, and certifications funded by the company.
Whether you’re just starting your career or looking to grow further, this role provides a stable and supportive environment to build your IT expertise.
