Student & Staff IT Service Desk – 1st Line Support

Swansea University; Swansea; On-site; GBP 21,000 - 27,000; Full time

Job summary

Swansea University is seeking a 1st Line IT Service Desk Analyst to join the Service Desk team within Digital Services, supporting Students and Staff across both campuses at open days, enrolment events and regular activities.

You will deliver high quality IT support, follow incident management and request fulfilment processes, contribute to continual service improvement and maintain knowledge bases, while building effective relationships with IT colleagues and academic teams.

Qualifications

• Customer service passion and a proactive approach.
• Highly organised with strong attention to detail.
• Ability to work with IT staff and academic teams.

Responsibilities

• Provide excellent customer service to students and staff.
• Follow Incident Management and Request Fulfilment processes.
• Contribute to development and maintenance of knowledge bases.

Skills

Customer service

Organisation

Problem solving

IT awareness

Job description

Swansea University is seeking a 1st Line IT Service Desk Analyst to join the Service Desk team within Digital Services, supporting Students and Staff across both campuses at open days, enrolment events and regular activities.

You will deliver high quality IT support, follow incident management and request fulfilment processes, contribute to continual service improvement and maintain knowledge bases, while building effective relationships with IT colleagues and academic teams.