IT Service Desk Analyst

About the Role

We are looking for a customer‑focused, enthusiastic individual to join our IT Service Desk Team, supporting staff and students across a large and diverse enterprise IT environment at a research-intensive University proud of its distinctive history and driven by social purpose.

Key Responsibilities

• Act as the first point of contact for IT support, delivering prompt, professional first‑line assistance to students and staff across a broad range of technical issues, including hardware, software, authentication, and Wi‑Fi connectivity.
• Provide a high‑quality IT Service Desk service, efficiently logging, prioritising, and managing support requests received in person, via email, telephone, and web chat using our service management tool.
• Work collaboratively as part of the IT Service Desk team to deliver consistent, accurate, and customer‑focused support, ensuring incidents and service-related issues are clearly documented.
• Apply technical knowledge and strong problem‑solving skills to advise, guide, and support users, enabling more effective use of university IT systems and digital services.
• Investigate, diagnose, and resolve first-line technical and application issues, using structured troubleshooting methods and escalating more complex problems where appropriate.
• Undertake a range of IT administration duties, supporting the efficient and secure operation of IT services.
• Support the evaluation, testing, and introduction of new technologies and services, contributing to the ongoing development and enhancement of the IT service offering.

Essential Experience, Knowledge and Skills

• A relevant IT qualification (IT-related subject, A‑Level, or equivalent).
• Working knowledge of Microsoft operating systems, including Windows 11.
• Familiarity with Active Directory and Microsoft Entra.
• A strong understanding of IT troubleshooting, particularly in areas such as user authentication and network connectivity.
• Confident use of Microsoft Office applications, with the ability to provide advice and support to end users.
• Proven ability to work effectively as part of a team in a collaborative environment.
• Strong communication skills, with the ability to explain technical solutions clearly to individuals from a wide range of backgrounds and professional levels.
• Experience of working in a customer‑focused environment, delivering a high standard of service.
• Ability to carry out routine manual, automated, and administrative IT processes accurately and efficiently.

Desirable Skills

• Experience supporting Apple Macintosh computers.
• Additional language skills are welcomed and may support the delivery of an inclusive and accessible service.

Benefits

• Generous annual leave entitlement
• Training and development opportunities
• Pension scheme with a generous employer contribution
• Schemes such as Cycle to Work, Season Ticket Loans and support with eyesight testing
• Free parking

Contact and Application

For an informal discussion about the post, please contact Chris Mount at: [contact hidden]

For queries on the application process the Human Resources Department can be contacted by email at: [contact hidden]

Please quote the reference: 0426-129

Closing Date: 23:59, 15 May 2026

Interview Date: To be confirmed