Service Desk Analyst

Are you someone who serves as a role model for customer service, has an appetite to learn, is keen to understand and support a wide range of technology and has outstanding written and verbal communication skills? 

We’re looking for an enthusiastic, customer-centric new team member to join in our mission to enable University of Oxford members to get the most out of IT and deal with requests and problems when they arise. 

IT Services is a key department that ensures the University has the robust, reliable and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research and administration. 

About the Role:

As a Service Desk Analyst, you will:

• Provide first line support to members of the University, handling enquires via telephone, online and remote support.
• Act as a customer champion, signposting and providing specialist advice and support for a broad range of IT related issues.
• Work together as part of a team to share knowledge and deliver a consistent service, adhering to departmental processes and procedures.

About You:

To excel in this exciting role, you should be someone who:

• Serves as a role model for customer service.
• Has an appetite to learn new skills, engage with training and development opportunities and demonstrates an enthusiasm for helping others.
• Exhibits a keen desire to understand and support the widening range of technology in use within this diverse workplace.
• Understands how to manage customer expectations and can concisely explain technical concepts in everyday terms.
• Has outstanding verbal and written communication skills to effectively aid our customers.
• Is based in Oxford, enjoying a hybrid working model with non-consecutive office days designed to promote a healthy work-life balance. 

Why Choose Us: 

At the University of Oxford, we prioritise our employees' wellbeing. We offer a range of benefits, including:  

• 38 days of annual leave (inclusive of public holidays) to support your wellbeing and additional leave after long service.  
• Extensive personal and professional development plans and opportunities to foster growth. 
• A comprehensive range of childcare services. 
• An excellent contributory pension scheme.  
• Subsidised membership of the University Sports Centre. 
• Bicycle loan, repair and purchasing schemes. 
• Discounted bus & train passes schemes and Season Ticket travel loans. 
• Car benefit scheme for electric and ultra-low emissions vehicles. 
• Access to a vibrant community through our social, cultural, and sports clubs.

About Us 

Spanning the historic streets of the “city of dreaming spires,” the University of Oxford has been ranked the world’s leading university for nine consecutive years. A place where centuries of tradition meet world-changing innovation, we offer you the chance to shape the future while working in an inspiring environment that promotes excellence.

Application Process

To apply, please upload:  

• A covering letter/supporting statement  
• Your CV  
• The details of two referees

The closing date for applications is 12:00 noon on Monday 4 August.

Interviews will be taking place in person in central Oxford on Tuesday 12 and Wednesday 13 August.

Advert information