IT Helpdesk Senior Analyst

University of Exeter; Exeter; Hybrid; GBP 35,000 - 36,000; Full time

Job summary

The University of Exeter is seeking an IT Service Desk Senior Analyst to join our IT services team on a permanent, full-time basis. The role offers hybrid working with campus days and home working, and a salary from £34,630 to £36,320 on Grade E, depending on knowledge and experience.

You will provide first-line support across multiple locations and technologies, handle complex requests, and participate in shift patterns to cover the extended teaching day and events.

Qualifications

• 5 GCSEs or equivalent experience required.
• AS/A Level/IB or equivalent demonstrable experience.
• Equivalent vocational qualifications.
• ITIL Foundation certification required (or equivalent).

Responsibilities

• Provide first-line operational support and advice to IT service users.
• Fulfil requests and resolve complex issues across multiple locations and platforms.
• Work shift patterns to cover extended teaching day and events.

Skills

5 GCSEs or experience

AS/A Level or IB or equivalent

Equivalent vocational qualifications

ITIL Foundation

Job description

IT Service Desk Senior Analyst

This full-time post is available on a permanent basis.

About the Role

The starting salary will be from £34,630 to £36,320 on Grade E, depending on knowledge, skills and experience.

This role offers the opportunity for hybrid working – some time on campus and some from home.

Key Responsibilities

As an IT Service Desk Senior Analyst, you will be responsible for fulfilling requests, dealing with complex issues, and providing first‑line operational support and advice to IT service users across multiple locations, platforms and technologies. You will be required to work shift patterns to provide service desk support for the extended teaching day and events.

Qualifications And Skills

• 5 GCSEs or experience in a similar role.
• Educational attainment at AS/A Level or International Baccalaureate® (IB), or demonstrable equivalent experience
• Equivalent vocational qualifications.
• ITIL Foundation.
• Industry standard IT related certification or professional qualification including:
• ITIL ® Foundation

Knowledge And Skills

• Knowledge of service management framework and principles
• Ability to prepare detailed reports, and complex technical specifications and systems documentation, and help others understand the content
• Taking into account the level of knowledge of the recipient.
• Ability to build and develop relationships with peers and stakeholders to ensure effective exchange of information to support day‑to‑day work using existing practices.
• Ability to complete tasks to a given plan and prioritise and organise own work to achieve agreed objectives.
• Good methodical and analytical (qualitative and quantitative) and problem‑solving skills

Please ensure you read the Job Description and Person Specification for full details of this role.

Further information

Please contact Mags Skelton-Stark, [e-mail]

About The Division

PS Connect

As a Global Business Service, ‘PS Connect’ (a Division of the University of Exeter) is a critical enabler of our Strategy 2030.

We bring together services from across HR, Finance, Strategic Procurement, Post Award Research, Travel and Business Operations and have expertise to support the division in areas such as Service Experience (which includes our Helpdesks and Reception services) and Service Improvement and Development.

Recognised as a trusted enabler across the University, we are transforming professional services to be more user‑focused, innovative, and efficient. We are maximising digital solutions, data, and user experience expertise to improve service delivery and customer outcomes.

This is strengthened by a strong commitment to the Voice of the Customer, enabling continuous improvement and co‑created ways of working that drive strong engagement and satisfaction.

We continually invest in our people to build a skilled, empowered, and high‑performing workforce that underpins everything we achieve.

PS Connect is increasingly recognised by senior leaders as an innovative disruptor and is shaping its future as a Global Business Service.

This is an exciting time to join PS Connect as we continue to transform Professional Services across the University of Exeter.

About Us

Transform Your Career and Help Shape a Greener, Healthier, and Fairer Future

We are committed to understanding different cultures and perspectives, supporting diverse leadership, and striving for social justice. We encourage applications from all groups underrepresented in our community, including racially minoritised individuals and those with disabilities. Our inclusive, merit‑based recruitment processes seek to embrace a diverse set of experiences to ensure colleagues feel supported equitably. With over 30,000 students and 7,000 staff from 150 countries, we foster a culture where everyone can thrive.

You can read more about our current accreditations and commitment to Equality, Diversity and Inclusion here, including our commitment to the Armed Forces Covenant.

Why our colleagues love working here

• Flexible working opportunities and leading parental leave initiatives
• Generous annual leave (39-41 days including bank holidays)
• Competitive pension contributions
• A genuine dedication to supporting the health and wellbeing of all colleagues - see initiatives here
• Sustainability and the environment being at the heart of what we do

How We Can Help

If you're considering applying and need support to do so, please get in touch with us at [e-mail]. You can request reasonable adjustments within your application or by contacting us. You can also choose to be considered under our Disability Confident Scheme and find out here how this is managed during our recruitment and onboarding process.

Please be advised that due to the minimum salary thresholds imposed by the UKVI, this post will not qualify for university sponsorship under the Skilled Worker visa route. If you are a migrant worker, you will need to ensure you have a visa which permits the right to work in the UK. Further details can be found on the Home Office website - https://www.gov.uk/browse/visas-immigration/work-visas. If you are an existing Skilled Worker visa holder, we may be able to sponsor and will review the transitional arrangements - https://www.gov.uk/skilled-worker-visa/certificate-of-sponsorship-before-4-april-2024.