Service Desk Analyst

University of Suffolk; Ipswich; On-site; GBP 28,000 - 33,000; Full time

Job summary

A leading educational institution in Ipswich is seeking a full-time Digital & IT Support professional to deliver and manage core applications and infrastructure. This campus-based role requires providing excellent service desk support and collaborating with various teams. Ideal candidates will have a positive attitude and a passion for assisting users with their technical needs. The position offers generous annual leave, a competitive pension scheme, and other benefits.

Benefits

Generous annual leave entitlement

Birthday leave

Flexible working policies

Competitive workplace pension

Staff discounts

Discounted gym membership

Learning and development opportunities

Cycle to Work scheme

Electric vehicle salary sacrifice

Employee Assistance Programme

Qualifications

• Experience providing service desk support in a busy environment is essential.
• A positive 'can do' approach to work is required.
• Passion for supporting internal customers with technical needs is crucial.

Responsibilities

• Support delivery of the digital strategy for the university.
• Drive performance improvement and develop partnerships across teams.
• Act as the public face of Digital and IT Services.

Skills

Service Desk support

Customer focus

Technical support

Job description

Overview

Permanent, full time, 37 hours per week (1.0 FTE), campus-based role

Band 3 - £28,778 to £32,080 per annum

About The Role

The Digital & IT department plays a crucial role in delivering and managing core applications, infrastructure, and service delivery support to all our customers and stakeholders. We are guided by our Digital Strategy to ensure the best possible digital environment for our staff and students.

This role will support the delivery of our digital strategy, driving performance improvement, developing strong partnerships with teams across the University supporting their needs and aligning IT services accordingly.

The Service Desk acts as the public face of Digital and IT Services, this post is predominantly a customer focused role. It does require a wide-ranging technical skillset to support the variety of IT systems and services, and the University will support development of these skills where this is needed.

About The Team

Our mission is to empower students, staff, and researchers by providing scalable, supportable, and sustainable technology solutions and services, and we are committed to enhancing the University experience through digital innovation and excellence.

We are a fast-paced friendly team, with a strong work ethic, focussed on ensuring we can meet the Digital & IT needs of our staff and students.

About You

• Have you got experience of providing excellent Service Desk support in a busy environment?
• Do you have a positive ‘can do’ approach to your work?
• Are you passionate about supporting internal customers with their technical needs?

Benefits

• Generous annual leave entitlement of 25 days for Bands 1-4 and 30 days for Bands 5 and above, plus 8 bank holidays and any university closure days.
• Enjoy an extra day of paid leave on your birthday, subject to qualifying/service conditions.
• Flexible working, including family friendly policies.
• Competitive workplace pension scheme (USS) - with an employer contribution rate of 14.5%, tax relief on contributions and life cover.
• Staff discounts at a number of local amenities in Ipswich.
• Discounted membership at various Ipswich Fit sites: unlimited access to gyms, swimming lanes, fitness classes and discounted racket sports; plus discounted membership at Adastral Park Leisure and Sports.
• Access to a range of high-quality learning and development opportunities
• Discounted rates for staff approved to study a UoS undergraduate or postgraduate course, subject to a set of criteria and conditions.
• Cycle to Work scheme.
• Electric vehicle salary sacrifice.
• Employee Assistance Programme (EAP).
• Staff recognition annual awards.

Closing Date: Friday 3 October 2025

Interview Date: Week commencing 13 October 2025

For an informal discussion about the role, please contact: Jonathan Burl [e-mail]

Please see the Job Application Guidance to support your application.

Please be aware that this post is not eligible for visa sponsorship.

Please note:

We recommend that you apply as soon as possible, even if the closing date is in the future. Applications received may be reviewed before the closing date and should we receive a high number of applications for this post, or high-quality applications which demonstrate suitability, we reserve the right to close the vacancy early. We may hold interviews as and when applications are received, and we reserve the right to offer to a candidate prior to the closing date.

We are a values driven organisation, committed to ensuring we remain a beacon for aspiration and achievement, while providing a great environment to work and study. We are committed to promoting a diverse and inclusive community and we encourage applications from under-represented groups.