IT Service Desk Analyst

Service Desk

Two exciting opportunities has arisen for a dynamic and experienced IT Service Desk Analysts to provide first line customer facing IT support to our user community. Your role will be crucial to ensuring requests and issues raised by our users are logged and managed appropriately within ITIL good practice and that our responses are accurate, punctual, and efficient. You will be the first point of contact into IT for our user community with issues ranging from individual user problems to University or Department wide IT incidents.

You will find the role engaging, fast past and changing daily and will bring a positive, customer focused approach and an ability to deal with varying and sometime complex user queries. You will enjoy dealing with colleagues at all levels, both within the wider University and within IT and will bring a level of sensitivity and understanding to how you support colleagues, who may not have the same level of technical knowledge.

Our students remain at the heart of the University and underpin all that we do as an organisation, and in the role you will also be supporting our student community with their technical queries, sometimes in person.

You will also contribute to the shared knowledge base for IT services, detailing resolutions for common problems and requests and maintaining your own working knowledge of technical changes to systems and processes.

You will be joining a team who are highly enthusiastic about providing our users with an excellent experience. The IT team at Surrey are plugged in to the whole University, and our digital transformation work underpins the University’s renewed strategy. IT is growing our digital transformation capability, improving student experience, and helping increase our research impact, all while maturing how we operate and creating the type of working environment that we want to work in. It’s a vibrant and exciting time to join a great and well-respected team at the heart of the University’s strategic plans.

The University itself offers a lively, friendly, driven and rewarding work environment. In addition to salary, you will receive a generous annual leave entitlement and excellent development opportunities. Benefits package includes generous salary package, pension scheme, childcare assistance and discounted membership to our world-renowned Surrey Sports Park.