Service Desk Analyst

University of Oxford; Oxford; Hybrid; GBP 31,000 - 37,000; Full time

Job summary

A prestigious educational institution in Oxford is seeking a Service Desk Analyst to enhance customer service and IT support. Ideal candidates should excel in communication, demonstrate a willingness to learn, and effectively manage customer expectations. The role offers a hybrid working model with competitive benefits including 38 days of annual leave and extensive development opportunities.

Benefits

38 days of annual leave

Professional development opportunities

Childcare services

Contributory pension scheme

Subsidised sports club membership

Bicycle schemes

Discounted travel passes

Car benefit scheme

Qualifications

• Customer service role model, eager to learn and support technology.
• Outstanding verbal and written communication skills.
• Ability to manage customer expectations effectively.

Responsibilities

• Act as a customer champion for IT-related issues.
• Work collaboratively within the team to ensure consistent service.

Skills

Customer service

Outstanding verbal communication

Outstanding written communication

Technical support understanding

Problem-solving

Adaptability to new technology

Job description

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Dartington House, 55 Little Clarendon St, Oxford OX1 2HS

Service Desk Analyst

Location: Dartington House, Little Clarendon Street, Oxford OX1 2HS

Salary: £31,459 - £36,616 per annum (inclusive of the Oxford University weighting)

Contract: Full Time (part-time considered at 0.8 FTE or above), Fixed Term Contract (6 months)

Are you someone who serves as a role model for customer service, has an appetite to learn, is keen to understand and support a wide range of technology, and has outstanding written and verbal communication skills? We’re looking for an enthusiastic, customer-centric new team member to join in our mission to enable University of Oxford members to get the most out of IT and deal with requests and problems when they arise. IT Services is a key department that ensures the University has the robust, reliable, and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research, and administration.

About the Role:

As a Service Desk Analyst, you will:

• Act as a customer champion, signposting and providing specialist advice and support for a broad range of IT related issues.
• Work together as part of a team to share knowledge and deliver a consistent service, adhering to departmental processes and procedures.

About You:

To excel in this exciting role, you should be someone who:

• Serves as a role model for customer service.
• Has an appetite to learn new skills, engage with training and development opportunities, and demonstrates an enthusiasm for helping others.
• Exhibits a keen desire to understand and support the widening range of technology in use within this diverse workplace.
• Understands how to manage customer expectations and can concisely explain technical concepts in everyday terms.
• Has outstanding verbal and written communication skills to effectively aid our customers.
• Is based in Oxford, enjoying a hybrid working model with non-consecutive office days designed to promote a healthy work-life balance.

Why Choose Us:

At the University of Oxford, we prioritise our employees' wellbeing. We offer a range of benefits, including:

• 38 days of annual leave (inclusive of public holidays) to support your wellbeing and additional leave after long service.
• Extensive personal and professional development plans and opportunities to foster growth.
• A comprehensive range of childcare services.
• An excellent contributory pension scheme.
• Subsidised membership of the University Sports Centre.
• Bicycle loan, repair, and purchasing schemes.
• Discounted bus & train passes schemes and Season Ticket travel loans.
• Car benefit scheme for electric and ultra-low emissions vehicles.
• Access to a vibrant community through our social, cultural, and sports clubs.

Sponsorship and Right To Work

About Us

Application Process:

• A covering letter/supporting statement
• Your CV
• The details of two referees

The closing date for applications is 12:00 noon on Monday 4 August.

Interviews will be taking place in person in central Oxford on Tuesday 12 and Wednesday 13 August.