Service Desk Analyst

University of Reading; Reading; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading British university is seeking Service Desk Analysts to provide first-line IT support for staff and students. The successful candidates will assist users through various channels, resolve technical issues, and enhance customer experience. This full-time, fixed-term role is ideal for those who enjoy problem-solving and working in a supportive team. Interested applicants should apply by February 2, 2026. Training and development opportunities are available.

Qualifications

• Experience in providing IT support across various technologies.
• Capability to assist users via phone, email, and live chat.
• Commitment to delivering excellent customer experiences.

Responsibilities

• Provide first-line IT support for staff and students.
• Take ownership of issues from initial contact to resolution.
• Contribute to the improvement of service management practices.

Skills

First-line IT support

Problem-solving

Customer service skills

Job description

Full Time, Fixed Term (2 years) contract

The closing date for applications is 23.59 on 2nd February 2026

This role is not eligible for Skilled Worker visa sponsorship. The successful candidate(s) will have to ensure that they have the right to work in the UK or be able to secure this through another means without the sponsorship of the University. Further information about sponsorship is available on the UK Visas and Immigration Website.

Digital Technology Services (DTS) is at the centre of the University of Reading’s digital transformation, modernising how technology supports teaching, learning, research and professional services.

Our Service Desk is the front door to IT for thousands of staff and students and plays a vital role in shaping their digital experience. We are looking for two Service Desk Analysts to join a friendly, supportive and forward-looking team based primarily at our Whiteknights campus.

• You will provide first-line IT support across a wide range of technologies, supporting users via phone, email, live chat and in person.
• You will take ownership of issues from first contact through to resolution, ensuring customers feel supported, informed and confident in our services.

This role offers exposure to modern IT service management practices, opportunities to build strong technical and customer service skills, and the chance to be part of a service that is actively improving how it works. We value curiosity, a positive attitude and a genuine commitment to delivering excellent customer experience.

If you enjoy problem-solving, working with people and developing your career in digital support, we would love to hear from you.

We welcome applications from both external and internal candidates. As part of the University’s ongoing commitment to professional development, this role can be considered on a seconded basis for existing staff members. Internal candidates should discuss this with their line manager prior to applying.

Interviews will be held in-person: 16th February 2026

Please see the job description and personal specification for further details.

For More Information, Please Contact

Contact Name: Anwar Hussein

Contact Job Title: Service Desk Team Leader

Contact Email address: [e-mail]

Alternative Contact Name: Andy Clifton

Alternative Contact Job Title: Digital IT Support Manager

Alternative Contact Email address: [e-mail]

The University is committed to having a diverse and inclusive workforce, supports the gender equality Athena SWAN Charter and the Race Equality Charter, and champions LGBT+ equality. We are a Disability Confident Employer (Level 2). Applications for job-share, part-time and flexible working arrangements are welcomed and will be consid