Senior Service Desk Analyst

University of Portsmouth; Portsmouth; On-site; GBP 30,000 - 45,000; Full time

Job summary

The University of Portsmouth is seeking a Senior Service Desk Analyst to join its IT Service Desk. The role involves providing 1st/2nd line IT support during the transition to Microsoft 365. Candidates should have strong customer service skills and recent experience in M365 support. The position offers extensive training opportunities and a supportive team environment.

Benefits

Competitive salary

Generous pension scheme

Generous leave entitlement

Family-friendly policies

Staff discounts and loyalty schemes

Discounted public travel

Excellent training and development opportunities

Staff wellbeing programmes

Discounted gym membership

Start-up business mentoring

Qualifications

• Experience in supporting users in an M365 based environment.
• Solid foundation in remote IT support.

Responsibilities

• Provide comprehensive 1st/2nd line IT support to 30k staff and students.
• Support transition from Google G Suite to Microsoft 365.

Skills

Customer Service

Remote IT Support

M365 Support

Job description

The University of Portsmouth is a global employer of choice where exceptional people create, share and apply knowledge that makes a difference.

Experience the pride of being part of a select group – one of only four universities in the south-east of England to achieve a prestigious Gold rating in the Teaching Excellence Framework. Additionally, we proudly rank among the top 140 universities globally in the Times Higher Young University World Rankings.

Ambition, Responsibility and Openness drive our every endeavour. Join our esteemed institution with a proven track record of success, and where dedication to excellence is key. We want people to make their mark in a professional community that truly values people, innovation, and achievement.

The Role:

The University of Portsmouth IT Service Desk is looking for an experienced Senior Service Desk Analyst to join our friendly team. If you have a solid foundation in remote IT support and a passion for delivering exceptional customer service, we want to hear from you.

The University is currently undertaking an ambitious programme of transition from Google G Suite towards Microsoft 365, as a result we’re particularly keen to identify candidates with strong, recent experience of supporting users in an M365 based environment.

You will be part of a welcoming and supportive team, providing comprehensive 1st/2nd line IT support to 30k staff and students. Our Service Desk is an integral part of a well-established IT Department that offers a full range of IT services to the University community.

We offer extensive training opportunities, including a thorough induction, ongoing coaching, mentorship, and the chance to pursue self-directed and certified training.

This post will be appointed based on a 1-year contract to support our Google to Microsoft transition.

For internal candidates it may be possible to apply for this role under theSecondment Policy. If you wish to apply as a secondee, you must have approval of your line manager in advance of submitting your application form. Please confirm in your application that your line manager has approved this.

There is a related ‘Analyst’ role (REC00003354), candidates that would like to be considered for both, should apply for both positions.

Interviews are anticipated to be held 3-4 June 2025.

For an informal discussion about the role please contact Becky Ansell via email: [e-mail]

Employer, External Only: University of Portsmouth Academic Services Ltd (UASL)

Discover the advantages of joining our university. We offer a range of attractive benefits and opportunities to enhance your work experience:

• Competitive salary, including incremental progression within your scale.
• Generous pension scheme.
• Generous leave entitlement of 32–35 days a year, plus bank holidays, and an additional Christmas closure.
• Family-friendly policies supporting flexible working.
• Staff discounts and loyalty schemes.
• Staff car parking and discounted public travel.
• Excellent training and development opportunities.
• Staff wellbeing programmes.
• Recreation facilities, including discounted gym membership, food on campus schemes, use of the Library and staff social activities.
• Discounted learning.
• Start-up business mentoring from expert entrepreneurs via ourEntrepreneurs in Residenceprogramme.
• The perks don’t stop there - click ‘apply’ for further information onMy Reward and Benefits

UKVI Statement

Prior to submitting your application, kindly ensure that you can either demonstrate or acquire the necessary right to work in the UK. If you currently do not possess the right to work in the UK, please be aware that our offer of employment is conditional upon you obtaining it.

ED&I Statement:

We are strongly dedicated to embedding equality, diversity and inclusion (EDI) within our community. As anAthena SWANandRace Equality Charteraward holder, a member ofStonewalland aDisability Confident Employerwe are passionate about creating a welcoming and inclusive environment, regardless of your background. We welcome applications from people with a wide range of skills, perspectives and experiences. In addition, we want our workforce to be representative of our diverse student population.Please see ourEDI Framework and objectives.

Please note that this vacancy may be closed earlier than advertised, so early applications are advised.