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IT Service Desk Analyst

Details


1112374


University of Surrey


01/06/2026


6 Months


Monday- Friday am-5pm.


Smart Casual

Pay


£17.13


£2.07

Description

Role
This role provides IT support via telephone, email, Chat, online case logging system and in person using standard support procedures aligned to the ITIL good practice framework.   The role is front facing, requiring regular on-site attendance, and is critical in ensuring that an accurate, punctual and efficient customer service is provided to resolve a wide range of IT related incidents and service enquiries.    

 
£17.13 per hour.
£2.07 per hour holiday pay.
Monday - Friday 9am-5pm.
Will be required to work a shift pattern to cover core hours. This is a hybrid role with the expectation that this will be at least 3 to 4 days per week in the office.
To start as soon as possible for 6 months.
 
 

Duties and responsibilities

  1. Receive, document, and resolve incidents and standard change requests, always ensuring that requests are handled correctly and the service offering is of the highest standard.
  2. Accurately identify and log the severity and priority of all incidents raised, taking appropriate action to communicate and escalate suspected high severity and major incidents to IT Services management. 
  3. Investigate and troubleshoot complex user queries before escalating call to technical support or functional team level.
  4. Help maintain a knowledge base detailing resolutions for common problems/requests, whilst also maintaining an awareness of the latest changes in standard operating procedures.
  5. Identify reoccurring incidents and report them to the Service Desk Lead or senior colleagues for further action where necessary.
  6. Assist with the continual development of support procedures to improve the service offered to customers.
  7. Assist in the general clerical duties of the office
  8. Assist Staff and Students in the Help Desk drop-in service with IT queries including hardware and software issues.

Skills and experience
Essential

GCSE level (numeracy and literacy) or equivalent, plus some experience 
OR
Several years vocational experience, acquired through a combination of job-related training and on-the job experience.
 
  1. Knowledge of the work practices, processes and procedures relevant to providing IT Support.
  2. Aptitude for troubleshooting and innovative problem solving.
  3. Good technical understanding of IT.
  4. High level of accuracy and attention to detail.
Desirable
 
  1. ITIL Foundation V3 (2011) Certification or above.
  2. Experience of Higher Education Sector.

Location
University of Surrey

Additional information

  1. The post holder is responsible for tracking IT support issues through the University’s Central helpdesk system and for taking action such as escalating tickets, in order to meet service standards.
  2. In addition to responding to requests for support received through the IT Service Desk, the post-holder will be assigned tasks and ongoing responsibilities.
  3. It is expected that the post holder will plan and prioritise their work activities and that they will set their own short-term targets, in order to ensure that support requests are resolved within the agreed timescales.
  4. The post-holder will be responsible for organising their time so that they can deal with conflicting priorities and provide customer focused assistance to the User Community. They will need to demonstrate a considerable level of flexibility in order to respond to the urgent queries from customer, and due to unforeseen technical incidents.
  5. The role will deal with a large number of queries each week from staff members and the student community.  To ensure the consistency and quality of the support delivered by the IT Service Desk, the post holder will normally work within well-established, documented processes and procedures. 
  6. Within the scope of the role the post holder will be required to apply a good working knowledge of supported systems, processes and their operating environment.  They will be presented with a wide range of user support issues from routine ‘once and done’ enquiries to more complex issues that may require escalation to another support team.  In all cases they are expected to gather and document detailed information to aid effective professional support. 
  7. Although the majority of cases will be resolved using the IT Service Desk’s standard operating procedures and knowledgebase, some situations will require reasoned judgement to resolve within the sphere of responsibility.

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