Service Desk Analyst

Lancaster University is an established thriving UK university with a world-class reputation for excellence in research, teaching and engagement. Lancaster is consistently ranked in the top universities in all three major UK league tables and continues to build a growing reputation both nationally and internationally. Our Lancaster University values believe in respecting each other by being open and fair and promoting diversity, we build strong communities by working effectively together in a supportive way and we create positive change by being ambitious in our learning, expertise and action.

Join our dynamic frontline IT support team as a Service Desk Analyst, providing exceptional support to students and staff. You’ll be the first point of contact for technical queries, delivering solutions via phone, chat, face-to-face interactions, and our help centre system. This is a full time, fixed term role for 6 months, with some flexibility to work some of your time remotely, but it is primarily a campus-based role.

Responsibilities include troubleshooting IT incidents, managing service requests, and ensuring continuous service improvement with a strong focus on customer service excellence. You will work with a diverse range of customers, technologies and devices, with responsibility for triaging incoming inquiries and work to provide a first-time fix for straightforward incidents and requests, while referring more complex issues to other support teams across the IT Service.

Required experience, skills & abilities:

1. In depth experience of working with Microsoft applications as well as PC and Mac hardware and software. (Essential)
2. Experience of providing excellent customer service whilst working in a customer service environment. (Essential)
3. Logical and systematic problem solving skills. (Essential)
4. Ability to communicate effectively and appropriately with people at all levels of seniority and technical ability. (Essential)
5. Ability to work in a team towards clearly defined aims and objectives. (Essential)
6. Ability to plan ahead, manage tasks, prioritise workloads and meet competing deadlines. (Essential)
7. Experience of ISS Service Desk systems & processes (Desirable)
8. Experience of working in an IT or AV service environment. (Desirable)
9. Experience of working within an academic environment. (Desirable)
10. Microsoft Office Specialist certification. (Desirable)

For Internal University staff a secondment opportunity maybe considered for this role. Please ensure you have agreement from your current line manager before you apply for the opportunity.  

If interested, apply now and submit your CV alongside a coversheet, up to a maximum of three A4 pages. 

The University strives to be diverse and inclusive, a place where we can all be ourselves. We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff.

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