EdTech Job – IT Service Desk Operator at Norwich University of the Arts

Located in the heart of Norwich’s historic city centre, the University boasts a remarkable estate that blends historic architecture with cutting-edge, state-of-the-art facilities. As a vibrant and dynamic community, the University plays a central role in shaping the city and region’s arts and cultural landscape.

We are seeking an IT Service Desk Operator to join our IT Services team. This role is critical to delivering outstanding support to our academic and professional services staff. Partnering with the Service Desk Administrator and IT Technicians, you will bring your technical expertise and problem-solving skills to address a variety of IT issues. While these challenges may be routine for you, they can feel overwhelming for the end user. Your ability to communicate calmly, provide reassurance, and resolve issues efficiently will make a significant difference to their experience.

Your expertise will also guide you in determining when to escalate more complex problems to 2nd and 3rd line technicians. Meticulous record-keeping is essential, as you’ll ensure that Service Desk tickets are fully updated and asset information is accurately maintained. The role involves additional responsibilities such as relocating computer hardware across various university buildings in the city centre and preparing equipment for secure disposal.

The University uses TopDesk as its service desk application, both within IT Services and other departments. Your familiarity with service desk tools will be instrumental in optimizing its functionality and enhancing the overall user experience.

This is an exciting opportunity to contribute to the development of our leading IT services, supporting University members through a variety of technical challenges. If you are a solutions-oriented professional with strong interpersonal skills, excellent attention to detail, and a talent for building positive relationships, we would love to hear from you.

Key Details:

• Working Hours: 37 hours per week, Monday to Friday
• Application Deadline: 11th January 2026 at 5pm
• Interview Dates: 22nd and 23rd January 2026

If you’re passionate about problem-solving and providing exceptional IT support, this role could be the perfect fit for you