Question 1

What are the main responsibilities of the Service Desk Analyst role?

Accepted Answer

The Service Desk Analyst acts as the first point of contact for IT incidents and requests. Key duties include logging and managing tickets, structured troubleshooting, taking end-to-end ownership of cases, providing updates, and escalating appropriately while contributing to continual service improvement.

Question 2

What qualifications and experience are required for this Service Desk Analyst position?

Accepted Answer

Essential requirements include experience in a customer-focused support environment, strong communication skills, organisational ability, and the capacity to work to defined processes. Desirable experience covers IT service desk or ITSM environments aligned with ITIL/SDI standards and familiarity with ticketing systems. Explore similar administration jobs and higher-ed admin roles .

Question 3

Is this Service Desk Analyst role suitable for flexible working?

Accepted Answer

Yes, the University of Cambridge welcomes applications from individuals seeking flexible working arrangements for this Service Desk Analyst position. The role emphasises professionalism, consistency, and customer service within an accredited ITIL-aligned environment.

Question 4

How does the University of Cambridge support career development in this role?

Accepted Answer

The Service Desk Analyst position offers professional recognition through SDI accreditation, access to continual service improvement initiatives, quality assurance reviews, coaching, and knowledge base contributions. This provides strong industry-aligned service management experience supporting world-leading research and teaching. See related higher-ed career advice .

Question 5

What is the application deadline and location for the Service Desk Analyst job?

Accepted Answer

Applications close on 10 July 2026 . The role is based in Cambridge, United Kingdom at the University of Cambridge Service Desk, the single point of contact for IT support across the institution.

Service Desk Analyst

University of Cambridge

Cambridge, United Kingdom

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