Service Desk Analyst

Service Desk Analyst
£14.18 per hour
Full-time, Temporary to 5th May
Office-based

Overall job purpose:
To provide first-line IT support to staff and students via telephone, in-person service desk, and digital ticketing platform, contributing to an accessible, responsive, and user-focused IT support service across the University.

Key responsibilities:

• Act as a first point of contact for incoming IT queries, managing a personal queue of customer calls and tickets.
• Provide support primarily via telephone, as well as through the in-person IT Support Desk and digital ticketing systems.
• Identify, gather, and validate customer needs to accurately diagnose issues and determine appropriate resolutions.
• Troubleshoot technical problems using everyday desktop software knowledge and internal guidance, escalating where necessary.
• Maintain accurate records of calls, actions taken, and resolutions in line with service standards and quality expectations.
• Work collaboratively within a close-knit team environment, sharing knowledge and supporting colleagues to ensure consistent service delivery.
• Apply attention to detail and quality standards to all tasks, ensuring issues are followed through to resolution.
• Contribute to a supportive, inclusive working culture aligned with University values.

Candidate requirements:

• Previous relevant experience within an IT service desk or customer-facing technical support role.
• Confidence in communicating clearly and professionally in person, over the phone, and via email.
• Ability to identify and validate customer needs to deliver effective IT support.
• Proficiency in everyday desktop software and general IT systems.
• Strong problem-solving skills, with the confidence to make decisions while recognising when to seek guidance.
• Ability to work effectively both independently and as part of a collaborative team.
• Consistent attention to detail and commitment to quality service delivery.

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