Service Management Advisor - Service Desk

Cardiff University; Cardiff; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading educational institution in Cardiff is seeking a full-time Service Management Advisor for their IT service desk. The role involves providing customer support for IT issues and contributing to service improvements within an ITIL framework. The ideal candidate will have experience in IT service support and strong communication skills. A salary ranging from £28,031 - £31,236 per annum is offered, along with opportunities for flexible working.

Qualifications

• Experience in IT service desk or similar customer support roles.
• Strong communication skills and customer service orientation.
• Understanding of ITIL framework is beneficial.

Responsibilities

• Be the first point of contact for all IT issues.
• Work on customer experience and service improvements.
• Provide quality-driven support services to staff and students.

Job description

Overview

Service Management Advisor - Service Desk

Within University IT, the Service & Operations Group is responsible for the day to day operation of the centrally managed IT service. Operating within an ITIL framework, the group provides the IT service desk, incident & problem management, change, configuration & release management, service delivery and data centre operations.

Responsibilities

• You will be the first point of contact for all IT issues, including fault reporting and first line problem resolution, customer service and communication.
• You will work on customer experience and continual service improvement relating to IT security within the Service Desk processes.
• You will be dedicated to the provision of efficient, effective and quality driven customer support services to staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University.

Details

• Post type: full-time and open ended
• Salary: £28,031 - £31,236 per annum (Grade 4)
• Date advert posted: Wednesday, 24 September 2025
• Closing Date: Wednesday, 8 October 2025

Equality and Inclusion

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.

Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.