Job Reference Number: 3191

Working Pattern: Hybrid – 4 days on site with the option to work remotely 1 day a week.

Faculty: Professional Services

School: IT Services

Closing Date: 12/10/2026

Come and be part of an innovative and influential University department delivering excellent IT and business services to a leading Russell Group institution. With a reputation for engaging staff and students in partnership to deliver services, for three years running UK students have voted us best for IT support.

We are committed to delivering and supporting excellent customer focussed services and to do this we need to recruit the best staff, invested in higher education and dedicated to supporting sector leading learning, teaching and research – and that’s why we need you… We have an exciting opportunity in IT Services for a Service Desk Analyst. You will join an established, dynamic and friendly team delivering excellent customer centric IT support to all users of the University IT facilities.

What you will be doing

• Providing an excellent 1st line IT support customer service for our university user community via all Service Desk contact channels
• Delivering efficient solutions by diagnosing and solving IT problems, collaborating closely and elevating to 2nd and 3rd line teams.
• Using your investigative skills and initiative to resolve queries with a focus on the customer experience.
• Creating knowledge articles and IT documentation.
• Developing your IT skills and gaining experience across a wide range of university systems, processes and policies.
• An on-campus role, you will be working closely with your Service Desk team and the 2nd line support team.  This role offers 1 day a week working from home (Hybrid), 4 days on campus.

What you’ll bring

• Experience in a customer service environment and a good understanding of IT operating systems and software.
• Excellent customer service skills, verbal and written, with the confidence to communicate effectively with all customers.
• Great team working skills with the ability to work as part of a multi-skilled team.
• Capability of independent working using your own initiative to find non-standard solutions.
• An ambition to develop your career in customer service and have a keen curiosity in IT.