At a Glance
- Tasks: Support students and staff with IT issues via chat, voice, and email.
- Company: Join Norman Managed Services, part of Northumbria University, a leader in digital support.
- Benefits: Competitive salary, flexible working, and ongoing training opportunities.
- Other info: Inclusive team culture with strong peer support and career growth potential.
- Why this job: Make a real difference in the education sector while developing your tech skills.
- Qualifications: Customer service experience and a passion for helping others.
The predicted salary is between 25878 - 25878 € per year.
Norman Managed Services is part of Northumbria University Digital Services Limited. Where people, technology, and great service come together.
Salary: £25,878 (pro rata) plus bonus (when eligible)
Contract: Full‑time and part‑time roles available — Fixed Term, minimum 6 months and a mix of in hour positions evenings and weekend positions.
Location: Northumbria University City Campus - Hybrid working
The Role in a Nutshell
Norman Managed Services is the higher education sector's largest IT shared service, supporting universities across the UK and beyond. We are growing, evolving, and rethinking how digital support works in a university environment. Our Service Desk sits right at the centre, helping students and staff stay connected to the systems that power learning, teaching, and research.
As a Service Desk analyst, you will support customers from multiple universities across chat, voice, and email channels. One moment you might be helping a student get back into a learning platform before a deadline, the next you could be supporting staff with tools that keep lectures, research, and services running smoothly.
This is a role for people who enjoy variety, problem solving, and working with others. You will be part of a modern digital service where skilled people, clear processes, and smart technology work side by side to deliver support that customers value.
What Makes This Role Different
You will not be working alone or expected to know everything. You will be supported by:
- A fantastic team of Service Desk analysts who genuinely help each other
- Experienced team leaders who are visible, approachable, and supportive
- A comprehensive knowledgebase and well-defined processes
- Modern digital tools, including our sector leading virtual assistant
Our virtual assistant, available through both voice and chat, can resolve many routine queries. However, people remain central to our service, and customers with complex questions or those who simply prefer speaking to a person can always reach a member of our team. For you, this means clearer context, fewer repetitive tasks, and more time for meaningful support and problem solving. This is a service built around people, backed by technology that makes your job more satisfying.
What you will do on a typical shift
Your shifts will be varied, busy, and rewarding. You will:
- Be a point of contact for students and staff across multiple universities mainly in the UK
- Provide IT support through chat, voice, and email
- Log and manage incidents and service requests accurately and consistently
- Troubleshoot issues using documented solutions and diagnostic steps
- Resolve problems at first contact wherever possible
- Escalate issues clearly and effectively when needed
- Work closely with colleagues to deliver a smooth, joined up service
- Deliver a friendly, professional experience in every interaction
About You
We are looking for people who care about service and enjoy working with others. You might already have service desk experience, or you may be coming from a strong customer service background. Either way, you will bring:
- A genuine desire to help people
- Clear, calm communication skills
- Confidence using a range of communication channels, including chat, phone, and email
- The ability to follow processes while still thinking flexibly
- Curiosity about technology and a willingness to learn
- The ability to stay organised in a busy environment
- A positive attitude toward feedback and a desire to continuously improve
- Availability to work evenings and weekends as part of a structured rota once trained
Full training and ongoing support are provided.
Why You will enjoy working here
- A welcoming, inclusive team culture
- Strong peer support and approachable leadership
- Structured onboarding and continuous development
- Flexible working arrangements after training
- Exposure to a wide range of systems and technologies
- The opportunity to support multiple universities and make a real difference
Further information can be found in the role description.
Closing Date Sunday 22nd February :59
How to Apply
Send us your CV and a covering letter to Careers explaining why you would enjoy working as a Service Desk Analyst at Norman Managed Services. Please also include whether you are interested in a full or part time role, and if you would be available for evening and weekend positions. For an informal chat about the role, contact: Amanda Brown, Norman Head of Operations Support. Please do not apply through this careers site as your application will not be progressed.
Service Desk Analyst employer: University of Northumbria
Norman Managed Services offers a dynamic and supportive work environment at Northumbria University City Campus, where employees are valued for their contributions to enhancing digital support in higher education. With a strong emphasis on teamwork, comprehensive training, and flexible working arrangements, staff can thrive in their roles while making a meaningful impact across multiple universities. The inclusive culture and opportunities for professional growth make it an excellent employer for those passionate about technology and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company! Research Norman Managed Services and Northumbria University. Understanding their values and culture will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll be interacting with students and staff through various channels. Try role-playing scenarios with friends or family to boost your confidence and ensure you can handle different types of queries smoothly.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues or helped someone out. Be ready to share these stories during your interview to demonstrate your ability to think on your feet.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets seen. Plus, it shows you're serious about joining our fantastic team at Norman Managed Services. Good luck!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Craft a Compelling CV:Make sure your CV highlights your relevant experience and skills. Tailor it to show how your background aligns with the Service Desk Analyst role, focusing on customer service and IT support.
Write a Personal Covering Letter:Your covering letter is your chance to shine! Explain why you’re excited about the role and how you can contribute to our team. Be genuine and let your personality come through.
Showcase Your Communication Skills:Since you'll be interacting with students and staff, it's crucial to demonstrate your clear and calm communication style in your application. Use examples that reflect your ability to handle various channels like chat, voice, and email.
Apply Through Our Website:Remember, we want to see your application through our website, not other job sites. This ensures we get all the details we need to consider you for the role. Don’t miss out!
How to prepare for a job interview at University of Northumbria
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Service Desk Analyst role. Familiarise yourself with the key responsibilities, such as providing IT support through various channels and troubleshooting issues. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves interacting with students and staff, practice articulating your thoughts clearly and calmly. Prepare examples of how you've effectively communicated in previous roles, especially in high-pressure situations. This will demonstrate your ability to handle diverse communication channels like chat, voice, and email.
✨Emphasise Teamwork and Support
Highlight your experience working in a team environment. Discuss how you’ve collaborated with colleagues to solve problems or improve processes. This aligns perfectly with the supportive culture at Norman Managed Services, where teamwork is essential for delivering great service.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific situations, such as a frustrated student needing urgent help. Think through potential scenarios and how you would approach them, focusing on your problem-solving skills and customer service mindset. This will show that you can think on your feet and provide meaningful support.
