At a Glance
- Tasks: Provide first-line IT support, resolving technical issues for staff and students efficiently.
- Company: Cardiff Metropolitan University offers a dynamic environment within its Digital Services team.
- Benefits: Enjoy 25 days annual leave, rising to 30, plus generous pension contributions and family-friendly policies.
- Other info: This is an eight-month fixed-term position covering shared parental leave.
- Why this job: This role is perfect for those seeking to enhance their IT support skills in a busy university setting.
- Qualifications: Candidates must have strong technical ability and excellent communication skills for troubleshooting IT issues.
The predicted salary is between 25000 - 30000 £ per year.
Cardiff Metropolitan University is looking for an enthusiastic and customer-focused Service Desk Analyst to join our Digital Services team on an eight month fixed-term basis to provide cover for shared parental leave. This is an excellent opportunity to gain experience within a busy IT Service Desk, supporting both staff and students across the University. You will play a key role in delivering a high-quality IT support service, acting as the first point of contact for technical queries and helping to ensure a smooth and effective digital experience for our users.
Responsibilities
- Deliver exceptional first-line support, resolving technical issues efficiently and professionally across devices, systems, and applications.
- Drive consistency across the service desk, ensuring accurate logging, knowledge sharing, and high-quality responses.
- Use technical skills to empower users, offering clear guidance on effective and secure ways of working.
- Identify and escalate issues proactively, helping maintain service stability and continuous improvement.
- Collaborate across teams and suppliers, ensuring seamless support and helping improve the wider Digital Services offering.
Qualifications
We are looking for a motivated and customer-focused individual with strong technical ability and excellent communication skills. You will be confident explaining technical issues clearly to non-technical users, adapting your approach to suit a wide range of audiences, and demonstrating empathy and patience in a busy support environment. Alongside experience in troubleshooting IT issues, you will bring a collaborative mindset, strong organisational skills, and a commitment to delivering a high-quality, professional IT service.
Benefits
- Annual leave of 25 days, rising to 30 days after 1 year’s service, plus 12 bank holiday/concessionary days (pro rata if part-time).
- Membership of the Local Government Pension Scheme with generous monthly contributions.
- Excellent family-friendly policies.
- Opportunities to learn and develop your skills with access to library and digital services facilities.
- Excellent sports and fitness facilities with subsidised membership.
- Free family access to Health Assured, an independent specialist wellbeing support provider.
Service Desk Analyst in Cardiff employer: Cardiff Metropolitan University
Cardiff Metropolitan University provides a supportive environment with excellent sports facilities and access to digital services. Employees benefit from 25 days of annual leave and a generous pension scheme, making it an attractive workplace for personal and professional growth.
Contact Details:
Cardiff Metropolitan University Recruitment Team
