Service Desk Analyst

x2 Service Desk Analysts, IT Services

Are you someone who serves as a role model for customer service, has an appetite to learn, is keen to understand and support a wide range of technology and has outstanding written and verbal communication skills?

We’re looking for two Service Desk Analysts to join an enthusiastic, customer-centric team and contribute to our mission to enable University of Oxford members to get the most out of IT and deal with requests and problems when they arise. One job posting is a permanent role, and the other is a fixed term contract until July 2026, due to backfilling a secondment.

IT Services is a key department that ensures the University has the robust, reliable and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research and administration.

About the Role:

As a Service Desk Analyst, you will:

• Provide first line support to members of the University, handling enquires via telephone, online and remote support.
• Act as a customer champion, signposting and providing specialist advice and support for a broad range of IT related issues.
• Work together as part of a team to share knowledge and deliver a consistent service, adhering to departmental processes and procedures.

About You:

We’re looking for a motivated and customer-focused individual with:

• Serves as a role model for customer service.
• Has an appetite to learn new skills, engage with training and development opportunities and demonstrates an enthusiasm for helping others.
• Exhibits a keen desire to understand and support the widening range of technology in use within this diverse workplace.
• Understands how to manage customer expectations and can concisely explain technical concepts in everyday terms.
• Has outstanding verbal and written communication skills to effectively aid our customers.
• Is able to commute to Oxford 3 days a week, enjoying a hybrid working model with non-consecutive office days designed to promote a healthy work-life balance.

Why Choose Us: 

Working at the University of Oxford offers several exclusive benefits, such as:

• 38 days of annual leave to support your wellbeing, with the option to purchase up to 10 extra days and additional leave after long service.One of the most generous maternity and adoption leave schemes in UK higher education,
• One of the most generous maternity and adoption leave schemes in UK higher education, offering up to 26 weeks of full-pay leave, followed by additional statutory and unpaid leave options.
• A commitment to hybird and flexible working to suit your lifestyle.
• An excellent contributory pension scheme.
• Affordable and suistainable commuting options, including a cycle loan scheme, discounted bus travel and season ticket loans.
• Access to a vibrant community through our social, cultural and sports clubs.

Application Process

To apply, please upload:

• A covering letter/supporting statement.
• Your CV.
• The details of two referees.

The closing date for applications is 12:00 noon on Monday 10 February 2025.

Interviews will take place on Tuesday 18 & Wednesday 19 February and will take place in person in Central Oxford.

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