IT Service Desk Analyst

As part of an exciting digital transformation, the University of Surrey is seeking an IT Service Desk Analyst.

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.

Both Permanent and Fixed Term Roles are available for this position.

We value, empower and support every member of staff to get the best out of your unique talents, so you’ll be rewarded with a generous salary, 32 days holiday PLUS Bank Holidays, pension contribution of 14.5%, and a unique and vibrant working environment.

Role & Responsibilities:

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.

Responsibilities include:

• 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.
• 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.
• Investigate and troubleshoot complex user queries before escalating call to technical support or functional team level.
• Help maintain a knowledge base detailing resolutions for common problems/requests, whilst also maintaining an awareness of the latest changes in standard operating procedures.
• Identify reoccurring incidents and report them to the Service Desk Lead or senior colleagues for further action where necessary.

The IT team at Surrey are plugged in to the whole University, and our digital transformation work underpins the University’s strategy. IT is growing our digital transformation capability, improving student experience, and helping increase our research impact.

It’s a vibrant and exciting time to join a great and well-respected team at the heart of the University’s strategic plans.

What’s in it for you?

We think Surrey is an amazing place to work, and we are carefully crafting a dynamic, flexible, and fun place to work and thrive.

Our campus is a beautiful, leafy environment with carefully designed gardens, vibrant green playing fields, and a picturesque lake. With the buzz of student life and superb working facilities, the University is a global community of ideas and people, dedicated to life-changing education and research in an inspiring, innovative and diverse environment.

Alongside our gorgeous campus setting, collegiate on-site atmosphere and plentiful development opportunities, we also offer:

• Competitive Salary
• Market leading Pension
• Up to 40 DAYS Holiday: 25 Days annual leave + 7 University Days + Bank Holidays
• Travel & Family benefits including subsidised rail fare, cycle to work scheme and on-site childcare
• Access to on site leisure facilities at discounted rates

For more information or to be considered for the role, please apply via the University of Surrey Website.

The University is committed to providing an inclusive environment that offers equal opportunities for all. We place great value on diversity and are seeking to increase the diversity within our community. Therefore, we particularly encourage applications from under-represented groups, such as people from Black, Asian and minority ethnic groups and people with disabilities.

Further details

Job Description