Desktop Service Analyst (Fixed Term)

University of Cambridge; Cambridge; Hybrid; GBP 32,000 - 50,000; Full time

Job summary

The University of Cambridge, through University Information Services, is seeking a Desktop Service Analyst for the Department of Veterinary Medicine. The role will deliver 1st and 2nd line IT support across administration, research, and clinical environments, with most work on-site and a possibility to work from home one day per week.

You will diagnose incidents, liaise with users via multiple channels, and contribute to service improvements; the post is fixed-term for two years.

Qualifications

• Two or more of: Windows OS and apps, macOS/iOS, Intune, Entra/Azure, Microsoft 365, networking fundamentals.
• Strong troubleshooting skills in client-server environments.

Responsibilities

• Deliver first, second and third-line support on-site and remotely.
• Diagnose, prioritise, and resolve incidents and service requests per procedures.
• Primary contact for users via in person, ITSM tickets, phone, Teams, etc.
• Escalate unresolved issues and support service recovery.
• Investigate root causes and contribute to service improvement.
• Support UIS services in a complex IT environment.

Tools

Microsoft Intune

Microsoft Entra / Azure

Microsoft 365

Job description

University Information Services (UIS), University of CambridgeThe University Information Services (UIS) provides the University of Cambridge, its colleges, and associated institutions with a wide and constantly evolving range of IT services supporting administration, research, and teaching. The Infrastructure Division of UIS comprises approximately 100 staff and is responsible for delivering and supporting production services across the collegiate University. Join us on our journey within UIS.

About the role

We are seeking a Desktop Service Analyst to join our Desktop and Systems Support team. The role will be predominantly based at the Department of Veterinary Medicine, which includes the Queen's Veterinary School Hospital, providing dedicated, high-quality IT support in a diverse and dynamic environment.

This is a full-time, primarily on-site role, with the option to work from home one day per week.

You will act as a key point of contact for technical queries, delivering both 1st and 2nd line support across a range of IT systems and services. The role offers exposure to a broad variety of environments such as administration, research and clinical, requiring strong problem-solving skills and technical versatility.

This post is fixed-term for 2-years in the first instance.

Key responsibilities

• Deliver first, second and, at times, third-line support both on-site and remotely
• Diagnose, prioritise, and resolve incidents and service requests in line with agreed procedures
• Act as a primary contact for users via multiple support channels (in person, ITSM tickets, phone, Teams, etc.)
• Escalate unresolved issues and support service recovery
• Investigate root causes of incidents and contribute to service improvement
• Support a wide range of UIS services in a complex, varied IT environment

Skills, qualifications and experience

• Good education to HND or degree level in a relevant subject, or equivalent experience
• Demonstrable experience in at least two of the following:
  • Microsoft Windows operating systems and applications
  • Apple macOS / iOS
  • Microsoft Intune
  • Microsoft Entra / Azure
  • Microsoft 365
  • Networking fundamentals
• Strong troubleshooting skills, particularly in client-server environments
• Excellent communication and customer service skills
• Experience of working on and running IT projects up to £10k
• Self-motivated, adaptable, and able to work both independently and as part of a team

Working arrangements

• Full-time position
• Based primarily on-site at the Department of Veterinary Medicine
• Hybrid working available (up to one day per week from home)

Interviews are likely to take place week beginning 16 November 2026.

Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure (criminal records check) check and a security check.

Applications are welcome from internal candidates who would like to apply for the role on the basis of a secondment from their current role in the University.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department.

If you would like more information about this role, informal enquiries can be directed by email to [e-mail].

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.