Senior Service Desk Analyst

3 days ago

Cambridge, Cambridgeshire, United Kingdom University of Cambridge Full time

UIS and the Service Desk

University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work.

The Service Desk is the first point of contact at UIS for the Collegiate University's students, staff and IT officers when seeking technical support or reporting IT incidents. We set the standard of customer service, helping to support, develop and deliver the IT services we provide.

The Senior Service Desk Analyst will join a collaborative team of customer-focused analysts, user administrators and IT Service Management (ITSM) tool specialists. We offer first- and second-line support, providing customers with the best possible service and conveying our sincere willingness to help.

Key Duties and Responsibilities

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

The role would suit someone interested in service management. As well as technical skills, it requires the ability to create documentation and service management modules. The applicant is expected to be proactive regarding incidents, problem and knowledge management processes.

Our Senior Service Desk Analysts are responsible for the effective delivery of a customer-focused, professional IT support service, working effectively as part of a busy team. They are directly supported by the Service Desk Manager and other UIS teams via instant messaging channels.

Senior Service Desk Analysts work autonomously, delivering a consistent, high-quality support service that follows our departmental processes and procedures. They take ownership of incidents and requests, and collaborate with colleagues within IT services and beyond to deliver innovative, appropriate and timely solutions via video calls, Microsoft Teams chat, ITSM email and scheduled appointments.

Skills, Qualifications and Experience

The role holder is expected to be educated to at least A-level standard or equivalent level of practical experience. Experience in an IT support role is essential, and applicants are expected to have comprehensive experience in Microsoft and Apple operating systems and applications. Some experience of Linux is desirable.

Excellent communication and customer service skills are critical for the role. The role holder must be self-motivated, proactive, willing to acquire new skills and knowledge, capable of working unsupervised, and able to complete projects in a timely, professional manner.

Benefits of working for the University of Cambridge

  • Working in an open, friendly and collaborative team
  • 36.5 hour working week
  • 36 days annual leave (including public holidays and Christmas holiday closures).
  • An extremely competitive, tax-efficient pension scheme - the Cambridge University Assistants' Contributory Pension Scheme (CPS)
  • Eligible for a wide range of competitive benefits and services.

Access to numerous discounts on shopping, healthcare, financial services and public transport. Please see CAMbens page:

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/institution/Faculty/School/University.

To apply online for this vacancy and to view further information about the role, please click Apply above.

Should you have any queries before applying, please email

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

£32,332 to £38,205 per annum

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