Share this Job

Service Desk Analyst

Requisition ID:  21402

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 £24,000 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.

The main duties of this role are to deliver customer support for IT systems and services to colleagues and students across the University through the IT Service Desk.  Stakeholder contact channels include: call handling, support tickets and email.  The role holder will ensure requests for IT services and incidents are resolved in good time and escalated to appropriate resolver groups where necessary.

The IT Service Desk is a supportive and hard-working team, with wellbeing and commitment to teamwork central to our philosophy for success.

The University is an exciting and dynamic place to work, dedicated to world-leading education and research. Benefits include 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 first point of contact using personal knowledge and experience, and guides, documentation, knowledge base and ticket history available to the Service Desk
  • Identify and escalate appropriately any problems and requests which cannot be resolved at first point of contact
  • Manage customers’ 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
  • Provide first-line support for a significant number and variety of IT services, including SAP, Office 365, NUProjects, MyImpact, various software, Canvas, network connectivity and telephony
  • To prioritise and escalate issues based on knowledge of the business impact and existing procedures and guidelines
  • Understand and help to implement the Service Desk vision
  • Understand the Technology Roadmap and assist in its implementation as directed
  • Ensure that policies, standards, procedures and guidelines are followed
  • Any other reasonable duties that fall within the scope of the post, as allocated by the line manager

The Person

  • Experience of 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
  • Experience in working with multiple support and resolver groups across a wide variety of technologies
  • Interest in identifying and implementing new and innovative technologies to support customer needs, drive up quality and improve value
  • A working knowledge of Cybersecurity processes and practices is essential
  • Able to demonstrate focus on customer needs

Attributes and Behaviour 

  • Team Working - Encourages and facilitates collaboration, cooperation and results
  • Embracing Change - 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 (A-Level or 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.