EdTech Job – IT Service Desk Analyst at University of Surrey

As part of an exciting digital transformation journey, the University of Surrey is on the lookout for a dedicated IT Service Desk Analyst to join our team.

In this key role, you’ll provide front-line IT support via phone, email, chat, an online case management system, and face-to-face interactions. Using established support procedures aligned with the ITIL best practice framework, you’ll ensure our community receives top-notch assistance.

Position Details:
We are currently hiring for both permanent and fixed-term contracts.

At Surrey, we pride ourselves on valuing and empowering every member of our team. In return for your contributions, we offer:

• Competitive salary
• 32 days of annual leave PLUS bank holidays
• A 14.5% pension contribution
• A vibrant and inclusive working environment that celebrates your talents.

Key Responsibilities:

As an IT Service Desk Analyst, you’ll play a pivotal role in delivering accurate, timely, and effective IT customer support. This is an on-site position that requires regular attendance and a commitment to operational excellence.

Your responsibilities will include:

• Handling IT incidents and standard change requests across multiple communication channels, ensuring all queries are managed with precision and professionalism.
• Logging and tracking incidents, prioritizing them appropriately, and escalating high-severity and major incidents to IT Services management as needed.
• Investigating and troubleshooting complex IT issues, escalating unresolved queries to technical or functional teams when required.
• Contributing to the Service Desk knowledge database by documenting solutions and staying up-to-date with procedural changes.
• Identifying recurring incidents and collaborating with the Service Desk Lead or senior colleagues to enable long-term remediation.

IT Services is integral to achieving the University’s strategic goals. Whether it’s enhancing the student journey, expanding research capabilities, or driving innovation, our IT team is fueling Surrey’s digital transformation in meaningful ways. Now is the perfect opportunity to join this vibrant, forward-thinking group making a tangible impact across the University.

What We Offer:

We believe the University of Surrey is a truly exceptional place to work, and we’ve designed an environment that fosters flexibility, inclusivity, and personal growth.

Our stunning campus offers:

• Lush gardens, scenic playing fields, and a serene lake near the buzz of student life.
• An innovative, global community that inspires life-changing education and research.

As part of our team, you’ll enjoy:

• Generous Annual Leave: 25 days of annual leave plus 7 University closure days and bank holidays (up to 40 days total).
• A market-leading pension scheme.
• Comprehensive travel and family benefits, including subsidized rail fares, childcare options, and access to the Cycle to Work scheme.
• Discounts on on-site leisure and fitness facilities.

For more details and to apply, please visit the University of Surrey Careers Page.

Equality, Diversity & Inclusion

At the University of Surrey, inclusivity and diversity are central to our values. We are committed to fostering an equitable environment for everyone and strongly encourage applications from individuals within underrepresented communities, including Black, Asian, and minority ethnic groups, as well as people with disabilities.

Join us and be part of a transformative chapter in Surrey’s digital progression