Service Desk Analyst

About the Service Desk

The University of Cambridge Service Desk is the single point of contact for IT support across the University. Our vision is to be a trusted, externally accredited Service Desk, recognised for professionalism, consistency, and quality. Our mission is to deliver fast, accountable IT support, ensuring issues are owned, progressed, and resolved with clarity and care.

We operate to Service Desk Institute (SDI) standards, with ITIL aligned processes and a strong culture of continual service improvement.

The Role

As a Service Desk Analyst, you will be a first point of contact for IT incidents and requests, supporting staff and students across the University. You will take end to end ownership of cases, providing clear communication and ensuring timely resolution or escalation in line with the Incident Management process.

This is a customer facing role where professionalism, attention to detail, and consistency are essential.

Key Responsibilities

Incident and Request Management

• Act as the first point of contact via approved support channels.
• Log, categorise, prioritise, and manage tickets in line with agreed processes.
• Take ownership of incidents and requests through to resolution or escalation, providing regular updates.
• Apply structured troubleshooting to restore service as quickly as possible.
• Identify repeat issues or trends and contribute to Problem Management by escalating appropriately.

Service Quality and Customer Experience

• Deliver a professional, respectful, and inclusive service aligned with University values.
• Ensure accurate ticket records, clear written updates, and high data quality.
• Work to agreed service levels and contribute to team targets for customer satisfaction and SLA performance.

Knowledge and Continual Improvement

• Use and contribute to the Service Desk knowledge base to support consistent resolution and first time fixes.
• Participate in quality assurance, feedback reviews, and coaching.
• Contribute ideas to Continual Service Improvement (CSI) to improve services, processes, or user experience.

Teamwork and Collaboration

• Work closely with colleagues, resolver teams, and service owners to resolve issues effectively.
• Contribute positively to a culture of shared ownership, learning, and accountability.

About You

You enjoy helping people, communicate clearly, and take pride in delivering reliable service. You are organised, calm under pressure, and willing to follow defined processes to provide a consistent experience. You are keen to learn, develop your skills, and contribute to service improvement.

Essential

• Experience in a customer focused support or service environment (or equivalent transferable experience).
• Strong communication skills, written and verbal.
• Good organisational skills and attention to detail.
• Ability to work to processes and agreed service levels.

Desirable

• Experience in an IT service desk or ITSM environment (ITIL/SDI aligned).
• Familiarity with incident, request, and knowledge management.
• Experience using service management or ticketing systems.

Why Join Us?

Join a professionally recognised, accredited Service Desk, with a strong focus on development, learning, and quality. You will help support teaching, learning, and research within one of the world's leading universities while developing industry aligned service management experience.

We welcome applications from individuals who wish to be considered for flexible working arrangements.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department.