IT Service Desk Analyst ( Fixed Term Contract)

Bath Spa University; Newton St. Loe; On-site; GBP 30,000 - 33,000; Full time

Benefits offered by this job

Hybrid working

Pension scheme

Enhanced leave

EAP counselling

Job summary

Bath Spa University is seeking an IT Service Desk Analyst on a fixed-term full-time basis to provide first-line support for staff and students across Windows and macOS environments, Office 365, and Adobe Creative Cloud. The role requires strong communication, problem solving, and the ability to escalate complex issues to the IT team.

The post is based at Newton Park, Bath, with hybrid working options and a starting salary of £29,588, rising to £33,002 per annum, on Grade 5.

Qualifications

• Experience of providing first-line IT support, handling hardware/software issues in a high-volume public-sector environment.
• Knowledge of security best practices (MFA, OTP, data protection, device security).
• Familiarity with Windows, macOS, Office 365 and Adobe Creative Cloud apps.

Responsibilities

• Provide first-line support for hardware and software issues and escalate complex cases as needed.
• Document service requests and assist with diagnostics and testing solutions.
• Collaborate with IT teams and contribute to the IT support knowledge base.

Skills

Windows support

macOS support

Mobile support

Office 365

Adobe Creative Cloud

Service desk systems

Active Directory

Microsoft 365

Ticketing systems

Entra

Security best practices

Education

ITIL Foundation

CompTIA A+

Job description

IT Service Desk Analyst ( Fixed Term Contract)

Application Deadline: 11 September 2026

Department: IT

Employment Type: Fixed Term - Full Time

Location: Bath, Somerset - Newton Park

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

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

For further details about all our staff benefits, have a look at our rewards page: https://www.bathspa.ac.uk/work-at-bath-spa/rewards-and-benefits/