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Senior Service Desk Analyst

Requisition ID:  21382

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  21-Jul-2022


We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in the economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


Salary: Salary in the region of £29,000 per annum


Closing Date: This opportunity will close when we identify a suitable candidate. We will contact you within 5 working days of your application to advise you of the shortlisting outcome.


The Role


We have reimagined the way we deliver our University IT Services, building a world-class IT department responsive to the needs of our global community. We’re growing significantly and we’ve created new opportunities and made changes to how we work. Our people have been at the centre of this change, with a particular focus on development and opportunities to learn new skills.

This role is to deliver customer support for IT systems and services to students and colleagues across the University. To act as an escalation point within the team, helping to manage workload and proactively prioritising and managing issues to a successful conclusion. You will act as the liaison between the Service Desk and other teams, both inside and outside NUIT, and instigate the production and maintenance of work instructions and standard responses.


The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include an excellent pension; flexible working options; a minimum of 37 days holiday (including public holidays); discounted travel for the Metro and local bus services; and discounts for national retailers. You can find out more on our benefits web page.


We are committed to building and maintaining a fair and inclusive working environment and we would be happy to discuss arrangements for flexible and/or blended working.


Informal enquiries may be made to Stephen Dobson, Service Desk Manager, at


Key Accountabilities

  • Capture complete and accurate details for all issues, queries and service requests received by the Service Desk, and ensure that all supporting information is gathered from customers, whether by phone, email or NUService
  • Resolve as many requests and problems as possible at the first point of contact using personal knowledge and experience, and guides, documentation, knowledge base and ticket history available to the Service Desk
  • Ensure any problems and requests which cannot be resolved at the first point of contact are dealt with appropriately
  • Undertake Level 2 incident and request support by using their extensive and detailed knowledge of IT generally and the NUIT technology landscape in particular
  • To be the Service Desk Lead during Major/Significant Incidents; to liaise with the Communications Lead to ensure updates are received and publicised on time; liaise with the Incident Lead to ensure the full scope of impact is acknowledged, and aid with investigation where necessary; to ensure the Out of Hours team is made aware of any issues which may impact them
  • Act as the liaison between the Service Desk and other NUIT teams to facilitate service transition and introduction and be part of project teams when required
  • Act as a senior Service Desk SME and use this knowledge to deliver excellence in operational support, project and change delivery and help in defining the future strategy
  • Ensure that policies, standards, procedures and guidelines are followed and input into developing the same
  • Understand and help to implement the Service Desk vision
  • Understand the Technology Roadmap and assist in its implementation as directed
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager


The Person


Knowledge, Skills and Experience 

  • Experience in delivering high-quality Service Desk services across the breadth of the University technology areas in a senior role
  • Experience in working in a multi-channel IT service desk (phone/email/portal) delivering service to customers in multiple locations and with diverse needs
  • Experience in working with multiple support and resolver groups across a wide variety of technologies
  • Able to demonstrate a focus on customer needs
  • Able to help in the delivery of continuous improvement of Service Desk processes and standards, based upon industry best practices and own experience
  • Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
  • Working knowledge of Cybersecurity processes and practices is essential
  • Experience in working with multiple support and resolver groups across a wide variety of technologies
  • Able to demonstrate a focus on customer needs


Attributes and Behaviour

  • Team Working
  • Encourages and facilitates collaboration, cooperation and results
  • Inspires, motivates and guides more junior team members


Embracing Change

  • Supports organizational change agents to improve maturity and practices, in support of University goals and strategy
  • Mobilizes themselves to support and enable change efforts 


Finding Solutions

  • Analyses situations quickly and effectively to determine the best way to deliver the required result
  • Keeps their technical knowledge up to date and has a wider understanding of the technology landscape inside and outside their area


Delivering Services

  • Sets and accomplishes challenging goals
  • Defines standards in terms of doing what is appropriate and doing it well
  • Leads by example in delivering high-quality outcomes that they take responsibility for



  • A relevant technical qualification (HNC/HND equivalent) or equivalent technical experience


Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains staff from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers and is a member of the Euraxess initiative supporting researchers in Europe.