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Service Desk Analyst

Requisition ID:  4622

Newcastle, GB

Contract Type:  Open Ended
Posted Date: 


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


Salary: £23,754.00 - £25,217.00 

Closing Date: 20 May 2020


The Role


Working within the IT Service Desk team, you will be primarily responsible for delivering customer focused, professional first line IT support for staff and students across the University. As first point of contact you will log, manage or assign all incidents and customer requests covering the full range of IT services. This will involve fulfilling standard requests, completing initial diagnosis of incidents with the use of documented processes and procedures, resolving, or escalating to the relevant 2nd or 3rd line teams. 


In order to maintain a high standard of service to customers across the University, the post requires an individual with proven customer service skills and substantial service desk experience. Full training will be provided, however a proactive approach to training and development is essential to ensure skills remain relevant in a fast paced, changing IT environment. 


You will have a high degree of commitment to delivering excellent customer service and the ability to recognise, identify and solve problems in a broad ranging IT environment. Competence in using and supporting Microsoft Office applications is essential. Service Desk Institute (SDI) Service Desk Analyst or ITIL Foundation qualifications are desirable. 


Informal enquiries may be made to Kerry Dixon, IT Service Desk Manager on 0191 208 3291.


Key Accountabilities

  • At first point of contact with a customer ensure that any issue, query or service request is recorded accurately and all supporting information is gathered.
  • Provide a resolution within agreed timescales or allocate the issue to the correct support queue to facilitate its resolution via the appropriate support team. 
  • Responsible for managing customer’s access to IT services e.g. identifying and verifying that customer requests for IT services / resources are valid and then enabling access to services by using appropriate administrative tools and systems. 
  • Responsible for providing administrative support for a variety of IT services e.g. Blackboard for staff and students.  
  • Provide a face to face advice and information service for customers. The post-holder will also participate in the delivery of IT induction sessions for customers 
  • If necessary, the post holder will prioritise and escalate issues based on their knowledge of the business impact and existing procedures and guidelines. 
  • To engage in the collection and analysis and reporting of data relating to the effectiveness and quality of services provided by the Service Desk to ensure that customer perceptions of the Service Desk are maintained and improved.
  • Production and utilisation of documentation, procedures, scripts and training materials for use by colleagues within the team to assist in the analysis and resolution of issues and the fulfilment of service requests. 
  • To engage in regular training in order to improve technical and business awareness and skills. To build sufficient capability and capacity within the team to enable every team member to provide a minimum of cover for each colleague.
  • Identify areas of service improvement and lead / contribute to improvement activities.
  • On occasion the post-holder may be reasonably requested to carry out duties not specifically described in this job description. Such requests will be in the interests of maintaining the smooth running and delivery of IT services to customers and stakeholders.

The Person (Essential)


Knowledge, Skills and Experience (essential)


  •  Evidence of continuing professional development
  • Ability to recognise, identify and solve problems
  • High degree of commitment to delivering excellent customer service building relationships with customers quickly, empathising with their situation whilst attempting to find a resolution
  • General technical competence
  • Able to remain calm and use negotiating and diplomacy skills in difficult situations
  • Proven experience of successfully delivering excellent customer service (both face to face and via telephone) dealing with a broad range of queries and service requests in a complex and diverse organisation
  • Effective diagnostic and incident prioritisation skills
  • Excellent telephone, email and face-to-face contact handling skills and techniques
  • Competence in using Microsoft Office applications
  • Proven ability and experience in producing effective documentation to facilitate better team working/ better service provision
  • Experience of providing a high level of customer support for an enterprise application suite in a large and complex organisation


Knowledge, Skills and Experience (desirable)

  •  Experience of using industry-standard, ITIL-based ITSM system
  • An understanding of accessibility issues in relation to customer service


Attributes and Behaviour

  •  Excellent communication and interpersonal skills
  • Self-motivated with the ability to work unsupervised
  • Ability to demonstrate good organisational skills, a high level of accuracy and attention to detail
  • Ability and willingness to keep current with IT developments




  • Educated to A level standard or equivalent in a relevant discipline, or relevant professional experience


  • ITIL Foundation qualification (version 2 or 3)
  • Service Desk Institute (SDI) Service Desk Analyst qualification



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.


Requisition ID: 4622