IT Service Desk Analyst ( Fixed Term Contract)
Fixed Term - Full Time Grade 5 - Starting from £29,588 rising to £ 33,002 per annumJob Overview
We are currently seeking an IT Service Desk Analyst to provide specialist technical support to staff and students of the University as part of the IT Service Desk team. The University’s endpoint environment comprises approximately 50% Apple and 50% PC platforms.
About the Role
Within this role you will provide first-line support for hardware and software issues, ensuring a high standard of service delivery. You will be the routine contact point for IT support, troubleshooting and resolving straightforward issues while escalating complex cases as needed. Responsibilities include documenting service requests, assisting with diagnostics, testing solutions, and maintaining IT systems. You'll collaborate with wider IT teams, contribute to the IT support knowledge base, and support staff with digital technologies.
About You
- A patient, empathetic, and customer-focused approach to first-line problem-solving.
- Strong communication skills (verbal and written) including the ability to explain technical issues to non-technical users.
- Willingness to learn and adapt to new technologies, policies and procedures.
- Experience of supporting Windows, macOS, mobile, Office 365 and Adobe Creative Cloud apps.
- Experience in an IT support role in a high-volume public-sector environment.
- Knowledge of working with Service Desk systems (remote access, Active Directory, Microsoft 365, ticketing systems, Entra).
- Understanding of security best practices (MFA, OTP, data protection, device security).
- iTIL Foundation certification and/or experience in an ITIL environment and/or CompTIA A+.
For further information on the essential and desirable skills we’re looking for, please refer to the attached Job Description.