Service Desk Analyst in Wolverhampton

We have a vacancy for a Service Desk Analyst to join our busy IT Service Desk team. This is a full‑time position which will be working approximately 60% from home and 40% on the City Campus in Wolverhampton as the main base in line with the agile working policy.

Shifts range from 8 am to 5 pm, Monday to Friday. The on‑campus and working‑from‑home ratio may change at peak times and as required.

The Service Desk team comprises a Service Desk Manager, a Service Desk Senior, and Service Desk Analysts, providing first‑line IT support to all staff and students across the University, nationally and internationally.

Support is facilitated via incoming phone calls, digital contact via email and the IT Portal, and face‑to‑face support on a rota basis from the Harrison Library on City Campus on Monday, Tuesday and Thursday.

Responsibilities

• Passionate about delivering great customer service and resilient in a fast‑paced, pressurised environment.
• Predominantly Phone‑based & Face‑to‑Face support role, handling sometimes complex queries over the telephone and in a face‑to‑face environment.
• Good understanding of IT across the University and ability to manage conflicting demands.
• Thrives in a busy environment and committed to upskilling within the role to support team and department objectives.
• Highlights topical issues, proposes improvements, and works with colleagues and management to implement changes.
• Works to processes and procedures, ensuring all calls logged are of excellent quality and contain all required information.
• Can work on campus or from home, managing own workload and balancing priority of taking calls from customers with a proactive approach.
• Flexible approach to work, willing and able to upskill as and when required based on the University’s change needs and in line with the 2030 Digital Strategy.

Recruitment Statement

The University of Wolverhampton recognises and protects the rights to freedom of speech and academic freedom within the law. We are committed to ensuring that lawful expression of ideas, beliefs and opinions—whether they are controversial or unpopular—does not result in disadvantage in recruitment, employment or progression. An offer of employment at the University of Wolverhampton will never be denied based on an individual’s lawful expression of their beliefs, ideas or opinions.

Equality, Diversity and Inclusion

The University of Wolverhampton is an equal opportunities employer and welcomes applications from all sections of the community. We are committed to preventing unlawful discrimination and harassment, promoting equality of opportunity, and fostering an inclusive environment where colleagues are treated with dignity and respect. We strive to create a workplace in which colleagues have the confidence and freedom to be themselves, while working professionally and in accordance with equality legislation and University policies.

Flexible Working

We recognise the value of flexible working arrangements and are open to discussion wherever possible.

Your Benefits

• Competitive salaries
• Standard Life Pension scheme – with employer contribution of up to 12% to the University’s defined contribution scheme.
• Long Service Recognition – £200 gift voucher, certificate and afternoon tea with the Vice Chancellor for 25 & 40 years of service.
• Free Will Writing Service – Complimentary will drafting for employees and their partners.
• IT & Mobile Discounts – EE Perk (20% off for family & friends) & software discounts.
• Wellbeing and Mental Health Support – 24/7 access to EAP service, free counselling sessions and wellbeing resources.
• Gym membership discounts at our Walsall Campus and discounts at WV Active sites in Wolverhampton.
• Eyecare Support – free eVoucher for eye tests and glasses contribution.
• Flu Vouchers – free flu vaccinations for staff.
• Paycare Health Benefit Plan – covers optical, dental, physiotherapy and personal accident insurance.
• Chaplaincy & Prayer Rooms – access to multi‑faith chaplaincy services.
• Generous Annual Leave (details in table below).
• Flexible & Agile Working – flexible and hybrid working arrangements.
• Free On‑site Parking – available across campuses.
• Cycle Benefits Scheme – save up to 42% on a bike & accessories via salary sacrifice.
• Tusker Electric Vehicle Scheme – electric cars via salary sacrifice.
• Employee Discounts – savings on groceries, fashion and entertainment.
• Travel Discounts – up to 10% off holidays through Sodexo Circles.

Training and Development

• Staff Network and Inclusion – access to support networks and events with LGBTQ+, Global Majority, Disability and Women’s networks.
• Library Access – staff have access to books and resources at our onsite libraries.
• Staff Scholarship Scheme – funding for part‑time higher education, up to PhD level.
• Leadership and Management Development – access to training opportunities to support career advancement.