IT Service Desk Analyst

University of Reading - Information Technology

Information Technology is looking to recruit a Service Desk Analyst to a skilled Service Desk team.

The Service Desk Team provides first line support to IT customers, responding to incident reports and service requests via telephone, email, remote assistance and in person. The team is responsible for ensuring customer satisfaction and keeping support services running smoothly and efficiently.

The Service Desk Analyst will log incidents and service requests and provide first line technical support undertaking analysis, diagnosis and resolution of incidents, which may range from straightforward to more complicated technical issues.

You will have:

  • Ability to provide excellent IT support for Microsoft software with emphasis on Windows 7 and Office 2010/2013 (particularly Outlook)
  • Troubleshooting skills.
  • Ability to write technical documentation for the Service Desk Knowledge Base.
  • Ability to communicate effectively with staff and students (both written, verbally and in person)
  • Excellent organisational skills.
  • Excellent customer service skills.

N.B. some manual handling work will be required

Informal contact details
Contact role: Deputy Service Desk Manager
Contact name: Kai McGowan
Contact phone: +44 (0)118 378 5015
Contact email:

Alternative informal contact details
Contact role: Service Desk Manager
Contact name: Luke Chapman
Contact phone: +44 (0)118 378 6975
Contact email:

The University is committed to having a diverse and inclusive workforce, is a Stonewall Diversity and Global Diversity Champion, and supports the principles of the Race Equality Charter and Athena SWAN. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates who do not already have permission to work in the UK should note that this role is not recognised as a graduate level job by UK Visas and Immigration and the Tier 2 sponsorship route is not available for non-graduate level occupations. There is further information about this on the UK Visas and Immigration Website.

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South East England