Service Desk Analyst – Oxford

Service Desk Analyst – Oxford

Role: Service Desk Analyst

Type: Permanent

Location: Oxford

Start date: As soon as possible

Salary: £32,000

The Job:

The IT Services service desk is the central point of contact for IT queries from academics, students, staff and IT Support Officers in colleges and departments. The service desk sets the standard of behaviour for customer engagement, playing a key customer advocacy role, developing and delivering services that support customer needs and inform IT services objectives.

The team act as customer champions, offering specialist advice and support on IT related issues whilst providing customers with the best possible service and conveying a sincere willingness to help. The team comprises service desk analysts (SDAs), senior service desk analysts (SSDAs), service desk supervisors (SDSs) and service managers (SMs).

The service desk analyst is responsible for the effective delivery of a customer focussed, professional IT support service. Service desk analysts are expected to work effectively as part of a team, supported by service desk supervisors, senior service desk analysts and service managers. Service desk analysts work with autonomy, delivering a consistent high quality service following departmental processes and procedures. Analysts take ownership of incidents and requests and collaborate with colleagues within IT Services and beyond in order to deliver innovative, appropriate and timely solutions through a telephone, email and appointment based service.

This is a fast paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.


  • Maintain and enhance customer satisfaction throughout the lifecycle of service desk interactions by acting respectfully, courteously and positively
  • Set customer expectations for a good service experience, through gaining confidence and trust and building rapport
  • Accurately and consistently document all service desk interactions to ensure that relevant information is captured and understood
  • Provide advice and support to customers by telephone, email and face to face, answering questions or undertaking research and interpreting procedures to answer more complex questions as appropriate.
  • Investigate IT issues in order to resolve incidents and improve knowledge
  • Know and implement the rules for eligibility to IT Services accounts, as well as for discretionary extension of access to computer facilities
  • Work collaboratively and maintain knowledge and skills in order to assist with implementing changes to service
  • Adhere to service desk processes and procedures, assisting with the production of these and highlighting any inconsistencies or potential improvements
  • Produce and contribute to user-facing and technical knowledge articles in line with departmental expectations
  • Maintain awareness of service changes and adhere to IT services protocols
  • Contribute to and represent the service desk during IT services projects and programme management activity.
  • Keep up to date with rapid developments in IT and the services provided by IT Services.
  • Make a positive contribution to the team, e.g. through active participation in team meetings; demonstrating discretionary effort; completing tasks; contributing ideas.
  • Develop and maintain expertise and skills across supported services, through making use of knowledge resources and undertaking training.
  • Be familiar with key ITSM and university standards and regulations, escalating any infringements in line with organisational guidance.


Selection criteria

  • Excellent verbal and written communication skills
  • An active/empathic listener
  • Excellent organisational skills with the ability to multi-task
  • Ability to manage own time effectively and to be prompt and punctual.
  • Experience of working effectively within a team and collaborating with others to achieve a goal
  • Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem solving techniques
  • Drive, self-motivation and ability to work under own initiative
  • Ability to follow processes and procedures
  • Ability to work accurately and confidently with service desk tools and technology
  • Experience of delivering a high level of customer service


  • IT support experience within higher education institutions
  • ITIL Foundation or higher
  • Knowledge and experience of using ITSM tools and systems
  • Knowledge and experience of supporting range of IT applications, platforms and technologies


To Apply

Please send your CV and a covering letter outlining your suitability for the role to Luci Allen –


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Gijs-Jan Huisman

Regional Director EMEA +44 (0)7850 776 090