Service Desk Analyst

Concept Information Technology; Manchester; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player in Higher Education is seeking a Service Desk Analyst to join their collaborative IT Support Team. In this role, you will manage support tickets, assist staff and students, and ensure a seamless IT experience. Your ability to communicate effectively and troubleshoot technical issues will be key to enabling learning and collaboration. This dynamic environment values empathy and teamwork, making it a perfect place for someone who thrives on helping others and solving problems. If you're passionate about IT support and looking to make a difference, this opportunity is for you.

Qualifications

• Experience in IT troubleshooting and support within Higher Education.
• Strong verbal and written communication skills are essential.

Responsibilities

• Manage support tickets and incoming queries effectively.
• Provide in-person and telephone support to users.

Skills

IT troubleshooting

Verbal communication

Written communication

Problem-solving

Attention to detail

Tools

Digital ticketing platform

Standard desktop applications

Job description

Service Desk Analyst
Location: Manchester (on-site)
Contract Length: 3 months
Pay: Hourly day rate (contractor)

Previous experience working within a Higher Education

Overview of the Role / Team

The Team

Our IT Support Team provides a critical service to staff and students across a respected Higher Education Agency. We deliver support through telephone, walk-in IT support, and a digital ticketing platform. We are a close-knit, collaborative group that values empathy, communication, and continuous learning. Our culture is grounded in shared values, and we pride ourselves on taking the time to understand and support the unique needs of those we serve.

The Role

As a Service Desk Analyst, you'll manage your own queue of support tickets and incoming queries. With the guidance of your team, you'll assess issues, determine appropriate resolutions, and contribute to an accessible and effective IT support experience. This role requires a confident communicator who enjoys working directly with people and troubleshooting technical problems. Your work will involve responding to telephone queries, providing in-person support, and handling self-service tickets, ensuring that IT remains an enabler for learning, research, and collaboration.

What We’re Looking For:

1. Be a great communicator who listens empathetically and takes time to understand people’s challenges.
2. Have experience with standard desktop applications and IT troubleshooting.
3. Bring a high level of attention to detail and a commitment to quality in all tasks.
4. Be confident in both verbal and written communication (phone, email, in-person).
5. Be a natural problem-solver with good judgement, while also knowing when to seek input or escalate.
6. Thrive in a collaborative team, sharing knowledge and supporting others.
7. Value and contribute to a diverse, inclusive, and respectful working environment.

Job Requirements:

Our IT Support Team provides a critical service to staff and students across a respected Higher Education Agency. We deliver support through telephone, walk-in IT support, and a digital ticketing.