Service Desk Analyst

York St John University

  • York
  • £27,319-29,588 per year
  • Permanent
  • Full-time
  • 8 days ago
Situated in the heart of the historic city of York, and with the addition of our London Campus, York St John University has a long and proud tradition as a distinguished higher education provider.Our success is founded on the quality of academic teaching and research, our thriving campus environments, our professional and pastoral support, and our values of an inclusive, innovative and ambitious community with a strong sense of belonging.The TeamITS (Innovation and Technology Services) is the University's IT directorate, responsible for the maintenance and onward development of IT Services that support the University's business needs and the development and design of innovative new services in support of the University's Digital Strategy.The RoleThis frontline role, reporting into the Service Desk Manager, is accountable for providing first-line IT support across the University and is responsible for the effective and efficient resolution and escalation of all IT queries raised by staff and students.The post-holder will work as part of a collaborative team of Service Desk Analysts who need to be supported and guided, as they develop the knowledge and confidence required to deliver excellent customer service.The role has responsibility for being the first point of contact for all IT queries, both physical and virtual, and for managing the resolution of incidents and requests across a wide range of IT services. The post-holder will also contribute to the daily analysis of problems to establish root causes and reduce recurring incidents.The role operates within agreed procedures and contributes to the delivery of ITIL-aligned processes such as Incident, Request, and Problem Management. As the front face of ITS, the post-holder is expected to demonstrate excellent customer service skills, maintain a professional and knowledgeable approach, and uphold the high reputation of the department across the University.Required skills and experienceThe successful candidate will thrive in a busy and customer-focused environment. With strong experience providing first-line IT support in a large and complex organisation, they will demonstrate excellent problem-solving skills, the ability to prioritise competing demands, and a commitment to delivering outstanding customer service.They will have:
  • Experience acting as the first point of contact for IT queries across a wide range of channels (e.g. phone, email, service portal, face-to-face) and confidence in logging, tracking and resolving incidents and requests.
  • A working knowledge of ITIL-aligned processes such as Incident, Request and Problem Management, with the ability to follow agreed procedures and champion best practice.
  • Good technical understanding across IT services, including hardware, software, networks and security, with the ability to diagnose issues, provide resolutions where possible, and escalate effectively when required.
  • Awareness of information security policies, data protection and cyber security threats, with the ability to identify, resolve or escalate risks appropriately.
  • Experience supporting users directly, including the installation and maintenance of IT and AV equipment, software deployment, workstation assessments, and providing basic training or advice.
  • Strong organisational skills, with experience maintaining accurate records (e.g. asset registers, knowledge articles, incident logs) and carrying out regular administrative checks.
  • A proactive approach to continuous improvement, with the ability to analyse recurring issues, suggest solutions, and contribute to team KPIs and service development.
  • Excellent interpersonal and communication skills, with the ability to work collaboratively across teams, explain technical issues clearly to non-specialists, and maintain a professional and approachable manner.
  • Flexibility to work independently, adapt to changing priorities, and provide support outside of standard hours when required.
  • Commitment to ongoing professional development and to upholding health & safety, inclusivity, and University values in day-to-day practice.
Additional informationFor informal enquiries please contact Fatimah Alsabyani at .It is anticipated that the selection process will include an interview and test. Further details will be provided if you are shortlisted for interview.Unfortunately this role is not eligible for Skilled Worker Visa sponsorship however we welcome your application if you are able to evidence right to work in the UK via an alternative route.We offer a range of family friendly and inclusive policies and facilities and welcome applications from individuals from underrepresented backgrounds. As part of our commitment to providing an inclusive working environment, consideration is given to all requests for job share or flexible working arrangements.This vacancy is scheduled to close on the date indicated at the bottom of this advert, but we may close earlier if we receive a high level of applications.Application process supportWe are keen to support you throughout the recruitment process. Before starting your application please refer to the attached candidate application form guidance below which provides advice about completing the application process.If you require a reasonable adjustment in order to apply for this position please contact vacancies@yorksj.ac.uk. Within the application form there is an opportunity for you to request a reasonable adjustment at the interview stage of the process, however if you wish to discuss this in further detail at any point in the process please do not hesitate to contact us. The following resource may help you adapt the device you are using to apply to suit your needsPlease note that CVs are not accepted in place of the application form. Within the application process you will be asked to answer a selection of work-related questions. Our aim is to get to know you, and understand your individual skills and experience, and how you would apply these within the role. We are aware that AI can assist you with this, but we would prefer you to share your answers in your own words.Our benefits packageWe offer a wide range of employee benefits including -- Excellent annual leave entitlement, including five discretionary university closure days over the Christmas period- Disability leave (applies to staff who have disclosed a disability and is also available to staff with disabled dependants)- Pension scheme- Health Cash Plan after six months service- Employee Assistance Programme- Paid leave for Armed Forces Reservists- On-campus courses, one-to-one tutorials, and online resources to help you develop your digital skills and work with new software- Relocation expenses package for certain roles- Reimbursement of Skilled Worker Visa application fees and for additional costs (if applicable to the role)Further information about life at YSJOur attached 'further information' document below provides further information about our culture, achievements and testimonials from our employees.

York St John University