IT Service Desk Analyst ( Fixed Term Contract)

Bath Spa University; Bath; Hybrid; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

On-site nursery

Employee Assistance Programme

Transport schemes

Discounts and benefits

Job summary

Bath Spa University is seeking an IT Service Desk Analyst to deliver first-line support for staff and students across Apple and PC platforms. You will log service requests, assist with diagnostics, and deliver timely solutions while escalating complex issues to specialist teams.

You will work with the IT Service Desk to maintain systems and knowledge bases, advising users on digital technologies and security practices in a high-volume environment. Hybrid working is available.

Qualifications

• Experience supporting Windows and macOS devices plus mobile and Office 365 apps.
• Experience in IT support within a high-volume public-sector environment.
• Knowledge of Service Desk systems and security practices (MFA, OTP, data protection).
• ITIL Foundation or CompTIA A+ certification.

Responsibilities

• Provide first-line IT support for hardware and software issues.
• Troubleshoot and resolve straightforward issues; escalate complex cases as needed.
• Document service requests and assist with diagnostics and testing of solutions.
• Maintain IT systems and contribute to the IT support knowledge base.
• Collaborate with wider IT teams and support staff with digital technologies.

Skills

Strong communication skills

Customer-focused

Willingness to learn

Public-sector IT support experience

Security best practices knowledge

Education

ITIL Foundation certification

CompTIA A+ certification

Tools

Windows

macOS

Office 365

Adobe Creative Cloud

Active Directory

Microsoft 365

Entra

Job description

Compensation: Grade 5 - Starting from £29,588 rising to £ 33,002 per annum

Compensation: Grade 5 - Starting from £29,588 rising to £ 33,002 per annum

Application Deadline: 11 September 2026

Department: IT

Location: Bath, Somerset - Newton Park

Description

We are currently seeking an IT Service Desk Analyst to provide specialist technical support to staff and students of the University as part of the IT Service Desk team. The University’s endpoint environment comprises approximately 50% Apple and 50% PC platforms.

About the Role

Within this role you will provide first-line support for hardware and software issues, ensuring a high standard of service delivery. You will be the routine contact point for IT support, troubleshooting and resolving straightforward issues while escalating complex cases as needed. Responsibilities include documenting service requests, assisting with diagnostics, testing solutions, and maintaining IT systems. You’ll collaborate with wider IT teams, contribute to the IT support knowledge base, and support staff with digital technologies.

About You

• A patient, empathetic, and customer-focused approach to first-line problem-solving.
• Strong communication skills (verbal and written) including the ability to explain technical issues to non-technical users.
• Willingness to learn and adapt to new technologies, policies and procedures.
• Experience of supporting Windows, macOS, mobile, Office 365 and Adobe Creative Cloud apps.
• Experience in an IT support role in a high-volume public-sector environment.
• Knowledge of working with Service Desk systems (remote access, Active Directory, Microsoft 365, ticketing systems, Entra).
• Understanding of security best practices (MFA, OTP, data protection, device security).
• iTIL Foundation certification and/or experience in an ITIL environment and/or CompTIA A+.

For further information on the essential and desirable skills we’re looking for, please refer to the attached Job Description.

Additional Information

Salary Grade - Starting from £ 29,588 rising to £ 33,002 per annum

The salary range shows the potential maximum pay progression in addition to any annual inflationary increase to your pay. Please note that our default position is to appoint into the lower end of the range, unless there are exceptional circumstances.

Please Note - This role is offered on a Fixed Term Contract which ends on the 15/12/2026.

Please note that as of April 2024, there has been a change in the UK’s sponsorship threshold. Regrettably as the salary for this role falls beneath this, you will not be eligible for sponsorship therefore your application will automatically be rejected.

Staff Benefits

• Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme). This is a defined benefit pension scheme which pays members a secure income for life, post-retirement
• Enhanced paid leave - 41 - 46 days depending on the role (Full Time) - more details here: https://apphub.bathspa.ac.uk/StaffBenefits
• Family friendly policies including hybrid working, flexible work environment, on-site nursery, and a sector-leading enhanced maternity scheme
• Employee Assistance Programme which offers access to on-demand GP appointments, wellbeing support and advice, and access to counselling
• Transport schemes including Electric Vehicle Scheme and Cycle to Work
• Wide range of discounts and financial benefits, accessed through and easy-to-use app