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 ..... full job details .....