IT Support Analyst

Birmingham City University; Birmingham; On-site; GBP 35,000 - 40,000; Full time

Job summary

A leading educational institution based in Birmingham is seeking a proactive IT Support Analyst to join their dynamic IT Support Services team. The role entails providing day-to-day support for staff and students, managing incident resolution through the Help Desk, and collaborating closely with technical teams on AV equipment and end-user devices. The ideal candidate will have strong IT support experience and a good working knowledge of ITIL practices. This is a full-time fixed-term position with a salary range of £35,331 to £39,002 per annum plus a 5% shift allowance.

Qualifications

• Previous experience in IT support roles in a busy organisation.
• Good working knowledge of ITIL practices.
• Experience working within higher education is advantageous but not essential.

Responsibilities

• Manage calls through the Service Desk and resolve incidents.
• Work with staff and students to log their incidents and service requests.
• Ensure excellent customer service at the Help Desk.
• Provide proactive maintenance to workstations and AV equipment.
• Liaise with teams to resolve complex incidents.

Skills

IT support experience

Knowledge of ITIL practices

Customer service skills

Job description

Job Title: IT Support Analyst

Department: IT Support Services

Location: Birmingham, West Midlands

Salary: £35,331 to £39,002 per annum + 5% shift allowance

Contract: Fixed Term 2 years, Full Time

Reference: I125003

Release Date: 26 November 2025

Closing Date: 14 December 2025 23:59 GMT

Job Overview

We are looking for a proactive IT Support Analyst to join our dynamic team, providing day‑to‑day support for staff, students and building users across campus. The role involves working from the help desk, handling incidents, service requests and collaborating with the technical teams on infrastructure, AV equipment, and end‑user devices.

Responsibilities

• Own and manage calls allocated through the Service Desk, working on resolution of incidents under our Service Level Agreements.
• Work directly with staff, students and other customers to understand, evaluate and log their incidents and service requests.
• Ensure excellent customer service as part of team working on a face‑to‑face Help Desk.
• Provide proactive maintenance to the workstations and AV equipment in the supported buildings.
• Liaise with second and third line teams to resolve complex incidents and problems.

Qualifications

• Previous experience in IT support roles, ideally in a busy organisation.
• Good working knowledge of ITIL practices.
• Experience working within higher education is advantageous but not essential.
• Ability to work on‑site five days a week and attend duties at different premises, including any University campus.

Working Conditions

Travel may be necessary from time to time to attend conferences, events and represent the University in professional networks. IT Services operates extended hours; a variety of shift patterns, duty management rotas and on‑call arrangements will be applicable.

Equal Opportunities Statement

We are committed to equality, diversity and inclusion and to an environment that supports lawful free speech and academic freedom. We will continuously review and improve our policies, practices, and procedures to ensure that we are promoting these in all aspects of our operations.

Employment Details

The appointed candidate will normally be employed through BCU Support Services Limited, a wholly owned subsidiary of Birmingham City University. Appointees with prior LGPS membership who wish to enter the LGPS scheme will be able to do so and will be employed by Birmingham City University directly.