Service Desk Analyst

University of Leeds; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A prestigious educational institution in Leeds is seeking an IT Support Specialist to join their Campus IT Service Desk Team. You will be the first point of contact for IT enquiries, resolving issues and escalating complex problems. Strong customer service and communication skills are essential. The role offers a generous holiday package and access to on-site facilities, with the flexibility of a hybrid working model.

Benefits

26 days holiday plus Bank Holidays

Generous pension scheme

Health and Wellbeing benefits

Personal Development courses

On-site childcare and discounts

Qualifications

• Experience in providing IT support or similar roles.
• Ability to translate technical information for non-technical users.
• Experience in managing IT service enquiries.

Responsibilities

• Provide first-line support for IT enquiries and escalate as needed.
• Manage workload to ensure users access core IT services.

Skills

Customer service skills

Technical troubleshooting

Communication skills

Tools

Desktop and laptop systems

Mobile devices

Job description

Overview

3 roles available. Interviews expected to be held 16 October 2025. This role will be based on the university campus with scope for it to be undertaken in a hybrid manner. We are also open to discussing flexible working arrangements.

Joining the on-site Campus IT Service Desk Team you will act as first point of contact for enquiries to IT Services. You will work with a diverse range of customers, technologies and devices, solving problems and finding solutions to IT issues. With responsibility for triaging incoming enquiries and calls, you will work to provide a first time fix service for straightforward incidents and issues referring more complex issues to 2nd and 3rd line support teams across the IT Service. You will have excellent customer service skills and be able to translate technical information to a wide range of users. You will be able to resolve a variety of technical issues, troubleshooting and providing first line and second line fixes for desktop, laptop, tablet and mobile devices. With a professional approach, excellent communication skills, you will be working as part of a team to manage your own workload, playing a key role in ensuring users can access core IT services.

This role is not eligible for Skilled Worker visa sponsorship. Information on other visa options is available at: https://www.gov.uk/browse/visas-immigration/work-visas

Responsibilities

• Provide first-line support and triage for IT enquiries; aim for first-time fixes and escalate complex issues to 2nd/3rd line support as needed.
• Work with a team to manage workload and ensure users can access core IT services.

What We Offer

• 26 days holiday plus approx. 16 Bank Holidays/days that the University is closed by custom (including Christmas) – That’s 42 days a year!
• Generous pension scheme options plus life assurance
• Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
• Personal Development: Access to courses run by our Organisational Development & Professional Learning team.
• Access to on-site childcare, shopping discounts and travel schemes are also available.

And much more!

Contact

To explore the post further or for any queries you may have, please contact:

Vaseem Mohammed - IT Operational Leader
Email: [e-mail]