IT Service Desk Co-Ordinator

To take responsibility for the day-to-day running and line management of the Service Desk Analysts based in Bath, whilst maintaining exceptional customer experience.

To promote and develop the department's focus on self-service within the team and across the organisation, to deliver the most responsive and value-based service while extending and promoting the use of Knowledge Base articles for customers and standard solutions amongst the team, ensuring that they are regularly reviewed.

Ensure consistency and seek continually improving Service Desk performance against agreed service standards and KPIs

Contribute to the development of policies, standards and guidelines to meet service delivery levels and protocols for the maintenance, testing and management of the Service Desk system as part of the overall IT Services strategy.

Identify the learning needs of service users and source or deliver appropriate demonstrations, training/learning initiatives.

Take responsibility for leading the team on a day-to-day basis, with a focus on delivering an excellent customer experience for the University's students and staff

Work collaboratively with colleagues and staff across the wider IT Services teams to facilitate the exchange of information to maximise the number of "first-time fixes" which can be resolved at the Service Desk.

Supervise IT Service Desk Analysts, ensuring work activities are allocated correctly via the Service Desk management system and performance expectations are met.

Promote and foster positive and highly collaborative approaches in the Service Desk supporting knowledge base development and helping to motivate and coach less experienced team members.

Deliver relevant staff training activities, where required.

Maintain skills and knowledge in line with technology changes in the sector

Act as a customer advocate owning incidents from initial report through to resolution and closure. Manage escalations for incidents which have not been resolved to a customer's satisfaction.

Act as a Service Desk advocate, fostering and developing relationships within other IT Services teams and across the University

Monitor and maintain Service Desk performance and functions, ensuring appropriate levels of cover to meet business needs.

Ensure that incidents and service requests are appropriately prioritised and fulfilled within SLA

- Contribute to service policies, standards and procedures to meet user service expectations for Service Desk functions.

Essential

• In-depth knowledge of Service Desk technology and how it can be applied to delivery of excellent user experience
• Extensive experience working in a customer facing environment providing exceptional customer service
• Attention to detail
• Keen interest in developments in IT Service Management and technology

Desirable

• Experience of team leadership of technical teams
• Experience of working in a high-volume public-sector environment
• Understanding of wide areas of IT and digital concepts, practices and products

Salary Grade 6 - Starting from £33,951 rising to £37,694 per annum

The salary range shows the potential maximum pay progression in addition to any annual inflationary increase to your pay. Please note that our default position is to appoint into the lower end of the range, unless there are exceptional circumstances.

Location - Newton Park Campus with travel to other campuses

Onsite working, with transition to hybrid

Interview Dates - 18th & 19th November 2025

Staff Benefits

We offer a wide range of great benefits at BSU, including

• Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme). This is a defined benefit pension scheme which pays members a secure income for life, post-retirement
• Enhanced paid leave days depending on the role (Full Time) - more details here:
• Family friendly policies including hybrid working, flexible work environment, on-site nursery, and a sector-leading enhanced maternity scheme
• Employee Assistance Programme which offers access to on-demand GP appointments, wellbeing support and advice, and access to counselling
• Transport schemes including Electric Vehicle Scheme and Cycle to Work
• Wide range of discounts and financial benefits, accessed through and easy-to-use app

For further details about all our staff benefits, have a look at our rewards page:

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

Bath Spa University is where creative minds meet. Offering a wide range of courses across the arts, sciences, education, social science and business to over 7,500 students, the University employs outstanding creative professionals which support its aim to be a leading educational institution in creativity, culture and enterprise.

Based in stunning countryside just a few minutes from a World Heritage City, an impressive 84% of our staff said they would recommend the University to a friend as a good place to work.

We are a community of colleagues, striving for excellence to ensure students thrive. Our values are:

• Respect
• Inclusivity
• Collaboration
• Sustainability

We are committed to maintaining a safe and secure environment for our students, staff, and community. We foster inclusivity, celebrating and respecting differences. We welcome diversity and encourage applications from all backgrounds and genders. We consider our recruitment practices to be comprehensive and unbiased; ensuring fairness, transparency, and equal opportunity for all.