Service Desk Analyst in Birmingham

We’re looking for a motivated and customer‑focused individual to join our Digital Services Helpdesk team, helping us deliver high‑quality, user‑friendly IT services to the University community.

As the first point of contact for Digital Services enquiries, you’ll provide clear and supportive first‑line IT assistance to users with a wide range of technical confidence levels. You’ll work closely with colleagues to resolve issues, support the lifecycle of digital equipment (desktops, laptops, printers, tablets), install software, and offer guidance on our IT services. Experience supporting students or staff in an academic environment is an advantage.

You will bring customer‑service experience, excellent communication skills, and confidence interacting with users face‑to‑face, by phone, or via video. Educated to GCSE level (or with equivalent experience), you’ll be organised, detail‑focused and comfortable working independently in a fast‑moving environment.

We welcome applicants from all backgrounds and encourage candidates who may not meet every desirable criterion to apply.

Aston University is a dynamic and vibrant campus located within Birmingham city centre, which has excellent transport links via bus or train.

• Excellent training and development opportunities.
• A generous annual leave scheme with 25 days’ bookable leave and a further 13 days’ bank holiday and University Closure days.
• Everyday discounts to a number of activities and retailers.
• Great family friendly policies.
• On site gym and pool with discounted staff membership available.

This role does not meet the eligibility criteria for new applicants to the Skilled Worker visa route.

Equality, diversity and inclusion: Anonymous shortlisting will be carried out for this role as part of Aston University’s commitment to equality and diversity and ensuring a fair and consistent approach to recruitment. Personal details that are included on application forms, including the candidate’s name and address, will not be disclosed to the shortlisting panel. CVs will not be considered as part of the shortlisting process.

The University celebrates the rights of freedom of speech and academic freedom and is committed to maintaining and protecting these rights within the law. An offer to work at Aston University will never be denied on the basis of an individual’s lawful expression of their beliefs, ideas or opinions.

Aston University is an equal opportunities employer and welcomes applications from all sections of the community. It promotes equality and diversity in all aspects of its work. We strive to have robust inclusivity strategies in place to encourage colleagues to have the confidence and freedom to be themselves in the workplace.

Guidance on AI‑Assisted Applications: While we cannot prevent applicants from using AI tools to support their applications, we ask that all submissions reflect your own experience, achievements, and motivations. We want to understand what you personally bring to the role, so please ensure your application represents your own voice and capabilities.

We recognise the value of flexible working. Please contact the recruiting manager to discuss what flexible working options are available for particular roles.

If you require the job details document or an application form in an alternative format, please contact the recruitment team at recruitment@aston.ac.uk