Service Desk Analyst

Edge Hill University - IT Services

Interview Date: Wednesday 08 November 2017

Make a difference, every day, to the lives of our students.

About You

With significant experience of supporting a wide range of hardware, operating systems and software applications, you will have the ability to listen, pay attention to detail and accuracy to provide excellent customer service.

If you would like an opportunity to progress in first line IT support experience, then this may be the role for you.

About the Role

You will provide excellent first-line IT Services support as an initial point of contact for all service users. You will be responsible for first-line IT fault diagnosis and resolution, for logging email queries and telephone calls relating to IT fault reports, and for assigning second and third-line support calls to IT Services colleagues and/or third-party IT support agencies.

You will also monitor and track the progress of calls, and provide users with timely progress updates through to resolution ensuring an excellent customer experience. In addition, you will assist with staff IT induction, systems documentation and perform IT systems administration and user management tasks as befits the role.


We want you to feel happy when you come to work and proud when you go home.

From the moment you join us you have the opportunity to enhance your skills. We offer a range of specialist development sessions or courses and an award winning staff health & wellbeing programme (HR Excellence Awards 2017).

This is just a taste of what we are able to offer you at Edge Hill University.

About Us

“A great success story… an institution that improves and impresses year after year” – Times Higher Education.

The University has been ranked Best University Workplace (Times Higher Education 2015), judged Best UK Employer (European Business Awards 2016) and highly commended in Times Higher Education Leadership and Management Awards 2017 for Workplace of the Year.

The Times Higher ‘University of the Year’ award celebrated our distinct role in “transforming lives” – reflecting a distinctive philosophy of creating opportunity from excellence.

Edge Hill University offers a stimulating and empowering environment for ambitious and high performing professionals.

For informal enquiries about this vacancy you may wish to contact: Jenny Jordan, Customer Services Manager at

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Northern England