IT Service Desk Officer

Are you enthusiastic about contributing to a forward-thinking higher education institution? Is your passion for student success at the core of your professional drive? At the University of Sunderland in London (UoSiL), we are dedicated to prioritising student experience, customer service, academic quality, value for money, and continuous improvement. And now we have an exciting opportunity to join us as IT Service Desk Officer!

ABOUT US 
The University of Sunderland in London, based at Canary Wharf, boasts a vibrant and diverse community of staff and students. We consider ourselves as an innovative satellite campus and are constantly evolving and have exciting plans for 2026 and beyond!

We are currently piloting a four-day working week which allows our colleagues to work 32 hours over 4 days week with no reduction in pay. The pilot is part of our ongoing efforts to create a positive and inclusive workplace that promotes work-life balance and allows our colleagues to thrive professionally and personally whilst maintaining our commitment to delivering high-quality service to all our students. In addition, we have moved to a modern campus building, offering a bright and spacious learning and working environment.

ABOUT THE TEAM
We are a small, dedicated, and enthusiastic IT team committed to delivering exceptional support to our staff and students. Our ethos is built on a hands-on approach and a willingness to go the extra mile to ensure every user receives responsive, solution-focused assistance. Joining us means becoming part of a professional and supportive team where your contributions will directly enhance the educational experience of our vibrant university community.

ABOUT THE ROLE
As an IT Service Desk Officer, you will be the first point of contact for all technology related queries, providing outstanding customer service and frontline support to staff and students both on-site and remotely. You’ll handle incidents and requests efficiently, ensuring timely resolution and accurate documentation. From troubleshooting hardware and software issues to configuring devices and maintaining systems, your role will be pivotal in enabling our users to make the most of our technology. You’ll also assist with IT inductions, deliver basic cyber skills sessions, and contribute to continuous improvement initiatives within the team.

ABOUT YOU
You will be passionate about delivering exceptional customer service and thrive in a fast-paced environment. With experience in IT support and a strong understanding of Microsoft-based systems, you combine technical expertise with excellent communication skills to engage confidently with users at all levels. You are logical, methodical, and proactive, with the ability to prioritise tasks and solve problems effectively. ITIL knowledge and/or experience in higher education is a bonus. Above all, you’re a team player who values collaboration and is committed to continuous learning and development.

WE OFFER

• The opportunity to join a pilot of a pioneering 4-day-week (32 hours over 4 days).
• Excellent Defined Contribution Pension with additional benefits of life cover and income protection.
• Generous annual leave and Christmas closure days on top of Bank Holidays.
• Season Ticket Loan.
• Access to MyLifestyle benefit platform with plentiful of discounts and offers.
• Cycle to Work and Electric Car Salary Sacrifice schemes.
• Enhanced maternity and paternity policies.
• Our commitment to training and development.
• Our location in Canary Wharf with easy access.
• We are an accredited Living Wage Employer.

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