EdTech Job – Service Desk Analyst at University of Cambridge

About the Service Desk
The University of Cambridge Service Desk serves as the central point of contact for IT support across the University. Our vision is to be a trusted, professionally accredited Service Desk, known for excellence in service delivery, consistency, and quality. Our mission is to provide prompt, accountable IT support, ensuring that all issues are managed, progressed, and resolved with clarity and care.

We adhere to Service Desk Institute (SDI) standards, operate with ITIL-aligned processes, and foster a culture of continual service improvement.

The Role
As a Service Desk Analyst, you will be the first point of contact for IT incidents and requests, assisting staff and students throughout the University. You will be responsible for the full lifecycle of cases—providing clear communication, ensuring timely resolutions, or escalating issues according to the Incident Management process.
This role requires professionalism, attention to detail, and consistent delivery of high-quality service.

Key Responsibilities

Incident and Request Management

• Serve as the initial point of contact through approved support channels.
• Log, categorise, prioritise, and manage tickets in line with established procedures.
• Take responsibility for incidents and requests, seeing them through resolution or escalation, while providing regular updates.
• Apply structured troubleshooting techniques to restore services promptly.
• Identify recurring issues or patterns and escalate them to support Problem Management.

Service Quality and Customer Experience

• Offer a professional, respectful, and inclusive service in alignment with University values.
• Ensure ticket records are accurate, updates are clear, and data quality is maintained.
• Work in adherence to agreed service levels and contribute to team goals for customer satisfaction and SLA metrics.

Knowledge and Continual Improvement

• Leverage and contribute to the Service Desk knowledge base to ensure consistent resolutions and promote first-time fixes.
• Participate in quality assurance activities, including feedback reviews and coaching sessions.
• Share ideas and actively participate in Continual Service Improvement (CSI) efforts to enhance services, processes, or user experiences.

Teamwork and Collaboration

• Collaborate effectively with colleagues, resolver groups, and service owners to drive successful issue resolution.
• Foster a positive culture of shared ownership, accountability, and learning within the team.

About You
You are passionate about helping others, communicate effectively, and take pride in delivering dependable service. You possess strong organizational skills, remain calm under pressure, and approach defined processes with diligence to ensure a consistent customer experience. You are eager to learn, expand your skillset, and contribute to service improvements.

Essential Qualifications & Skills

• Experience in a customer-facing support or service role (or equivalent transferable skills).
• Excellent verbal and written communication skills.
• Strong organizational abilities and attention to detail.
• Commitment to working within defined processes and meeting service level expectations.

Desirable Qualifications & Skills

• Experience working in an IT service desk or IT service management (ITIL/SDI-aligned) environment.
• Familiarity with incident, request, and knowledge management practices.
• Experience using service management or ticketing systems.

Why Join Us?
Become part of a respected and accredited Service Desk that prioritizes development, learning, and quality. In this role, you will contribute directly to the teaching, learning, and research efforts of one of the world’s most renowned universities while gaining industry-aligned service management experience.

We encourage applications from candidates seeking flexible working arrangements. Additionally, we strongly welcome applications from women and individuals from Black and Minority Ethnic (BME) backgrounds, as they are currently underrepresented at this level within our department.

For more information about this role or informal inquiries, please contact Richard Kruller at [email protected].

The University is committed to equality, diversity, and inclusion and welcomes applications from all segments of society