At a Glance
- Tasks: Provide essential IT support and resolve technical issues for staff.
- Company: Join the Office for Students, a dynamic regulator of higher education.
- Benefits: Enjoy a competitive salary, generous pension, and flexible working options.
- Other info: Great opportunities for career growth and a vibrant team culture.
- Why this job: Make a real impact while developing your tech skills in a supportive environment.
- Qualifications: NVQ Level 3 in IT or relevant experience in customer service.
The predicted salary is between 29187 - 29187 £ per year.
Salary: £29,187 plus generous Civil Service defined benefit pension
Location: Bristol
About us
We are the independent regulator of higher education in England. We aim to ensure that every student, whatever their background, has a fulfilling experience of higher education that enriches their lives and careers. We also care about supporting and developing our staff, working together to achieve more than each of us can do alone.
We’re looking for skilled, committed people who care about students and their experience of higher education. Join us and you’ll be part of an energetic, forward-looking organisation with high ambitions and big opportunities for our people.
About the role
Are you passionate about technology and helping others? Join our IT Service Desk team and make a real impact by providing essential support to our organisation. In this role, you'll be the first point of contact for employees experiencing technical issues, ensuring they can continue their work smoothly and efficiently.
What makes this role interesting is the variety of challenges you'll face daily. No two days are the same, and you'll constantly be learning and growing your technical expertise. You'll have the opportunity to work with a range of technologies and collaborate with different teams, making your work both dynamic and rewarding.
As a Service Desk Analyst, you will be the frontline interface for IT customers, consistently striving to deliver exceptional service by resolving issues and fulfilling IT service requests. Your key responsibilities will include:
- Providing first and second level support through various channels such as direct contact, phone calls, and emails, utilising the IT Service Management (ITSM) tool.
- Handling incidents and service requests using incident management and request fulfilment processes, adhering to service desk best practices, and meticulously recording all actions and information in the ITSM.
- Playing a crucial role in onboarding new staff and setting up laptops, ensuring that new employees have a seamless start.
Some of the day to day tasks may include:
- Deliver 1st and 2nd line technical support to end users for a range of IT issues.
- Collaborate with the wider IT team to resolve complex technical issues.
- Document solutions and create knowledge articles.
- Proactively address recurring technical problems.
- Consistently meet service level agreements (SLAs) within agreed timeframe.
- Record and monitor IT assets in the ITSM tool.
About you
This position is ideal for individuals with experience in a first line role or those with a background in customer service who have a strong interest and knowledge in Information Technology, particularly in areas like Windows environments, Microsoft 365 environments and networking, who have been studying for an IT qualification.
Essential
- An NVQ Level 3 in Information Technology or other relevant professional IT qualification.
- Experience in delivering high standards of customer service.
- Able to communicate technical information effectively.
- Strong problem-solving skills and attention to detail.
- Windows 10/11 troubleshooting.
- Excellent communication skills, written and verbal.
Desirable
- Previous experience using/supporting Active Directory, Office 365, PowerShell, and common IT applications.
- Knowledge of VPN setup and configuration.
- Understanding of the Foundation ITIL framework.
- Previous experience of using an ITSM tool or similar.
Application process
There are 2 online application questions to complete, alongside providing a summary of your career to date, which will allow you to demonstrate your relevant experience.
Reasonable adjustments
We are committed to ensuring our recruitment process is accessible to everyone. If you require any reasonable adjustments to support you through the application stage, please contact us at recruitmentteam@officeforstudents.org.uk and we will be happy to help.
Working for us
The OfS regulates the higher education sector on behalf of all students. We value diversity and the wealth of perspectives, experience and ideas that it brings to our work, and we strive to embed equality of opportunity in everything we do.
We recruit based on fair and open competition and welcome applications from candidates regardless of age, disability, race and ethnicity, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex and sexual orientation.
Flexibility is important to the OfS, as we recognise that it can enable people to work more effectively. A set of organisation-wide principles shape our approach to flexible and hybrid working, which our teams then use as guidance on how they deliver their business goals. This would usually mean working from the office for three days in a typical week.
To attract the widest possible field of qualified applicants, flexible working, for example job share and part time working, apply to this role.
Closing date for applications: Monday 20 July 2026 at noon
Interviews: Thursday 30 July 2026 at our Bristol office
For information: the OfS does not hold a UK Visa & Immigration (UKVI) Skilled Worker Sponsor Licence.
IT Service Desk Analyst in Bristol employer: Access Ltd
The Office for Students (OfS) is an exceptional employer located in Bristol, dedicated to fostering a supportive and inclusive work environment. With a strong commitment to employee development, we offer numerous growth opportunities and a generous benefits package, including a defined benefit pension scheme. Our flexible working culture encourages collaboration and innovation, making it an ideal place for those passionate about technology and higher education to thrive.
