Service Bar Analyst

Salary: £26,942 to £27,644 with progression to £29,179 per annum

Closing Date: 26 May 2025

Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.

Our IT Service exists to deliver an excellent service for its users, enabling world-class teaching, learning and research at our university.

We are committed to expanding our knowledge and expertise with a strong focus on the training and development needs of our people. Your contribution will help shape the future of education and contribute to ground-breaking projects through IT innovation. To find out more about our dynamic customer-focussed teams, visit Working in our IT Service.

The Role

We are looking for a passionate IT colleague to deliver first class customer support, for IT systems and services, to colleagues and students across the University.

Working closely with the IT service desk, you will ensure requests for IT services and incidents are resolved in good time, to a high standard and escalated to appropriate resolver groups where necessary.

This is a place-based opportunity providing in person support to colleagues and students during core operational hours of 8.30am to 5pm.  You will have the opportunity to move around different service hub locations within the university and therefore, you will be able to work with a wide variety of stakeholders and different requests.

About you:

We are looking for applicants who can demonstrate the following qualities:

• Able to demonstrate a focus on customer needs particularly in-person support
• Good communication, interpersonal, and organisational skills
• Experience of working in a Service Bar team in a similar size and complex organisation
• Excellent attention to detail
• A passion for delivering high quality IT support.

We will support you and invest in your personal development to help you succeed in the role and build the knowledge and skills to thrive. You will gain or build upon:

• A working knowledge of delivering IT systems and services in a higher education environment.
• Developing relationships across a diverse and complex organisation
• Creative thinking and collaboration when supporting IT initiatives.

If this sounds like you, we invite you to apply by submitting your CV and a 1-page covering letter. Your application should outline examples where your knowledge, skills, and experiences align with the Service Bar Analyst  job description.

Informal enquiries may be made to Kerry Dixon, Quality & Service Experience Manager at kerry.dixon@newcastle.ac.uk

*STRICTLY NO AGENCIES*

Newcastle University is a global University where everyone is treated with dignity and respect.  As a University of Sanctuary, we aim to provide a welcoming place of safety for all, offering opportunities to people fleeing violence and persecution.

We are committed to being a fully inclusive university which actively recruits, supports and retains colleagues from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all of our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams, we believe that success is built on having teams whose backgrounds and experiences reflect the diversity of our university and student population.

At Newcastle University we hold a silver  Athena Swan award in recognition of our good employment practices for the advancement of gender equality.  We also hold a Race Equality Charter Bronze award in recognition of our work towards tackling race inequality in higher education REC.  We are a Disability Confident employer and will offer an interview to disabled applicants who meet the essential criteria for the role as part of the offer and interview scheme.

In addition, we are a member of the Euraxess initiative supporting researchers in Europe. 

Requisition ID: 28137