Desktop Service Analyst - Hybrid IT Support Specialist

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

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.