Job Description

Salary

The starting salary will be from 28,031 on Grade D, depending on knowledge, skills and experience.

Contractual hours

36.5

Job category/type

Admin, Professional, Managerial

Date posted

23/12/2025

Job reference

R75981



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This full-time post is available from 05/01/2026 until 04/01/2027. Applications for secondments will be considered subject to agreement from your current line manager.

This role offers the opportunity for hybrid working - some time on campus and some from home.

As an IT Service Desk Analyst, you will be responsible for providing frontline technical support to enable University of Exeter users to accomplish their business tasks. You will play a crucial role in receiving, prioritising, documenting, and resolving end-user support requests, escalating incidents when necessary, to meet SLA expectations. This role requires excellent communication and customer service skills, as support will be provided via email and telephone.

Key Responsibilities

Provide first contact support for incoming requests via web portal, email, and chat. Build rapport and elicit problem details from service desk customers. Prioritize incidents and service requests according to defined processes to meet SLAs. Escalate incidents with accurate documentation to suitable technicians when required Collaborate with Operations and Security Team, escalating calls as necessary. Record, track, and document the incident-solving process in the Enterprise Service Desk system. Use remote tools and diagnostic utilities for troubleshooting. Research solutions through internal and external knowledge base. Perform preventative maintenance and test fixes to ensure incident resolution. Develop help sheets and FAQ lists for customers. Contribute to the technician knowledge base and suggest continual service improvements. Be flexible with working hours to provide coverage when required.

Qualifications and Skills

5 GCSEs or experience in a similar role. Equivalent vocational qualifications. ITIL Foundation.

Knowledge and Skills

Understanding of IT infrastructure, including networks, servers, operating systems, and web services. Knowledge of electronic mail systems and PC desktop support. Working knowledge of diagnostic utilities, including SCCM and Intune. Well-developed analytical and problem-solving skills. Ability to explain complex issues in non-technical terms. Excellent customer care and communication skills. Fast, accurate keyboard skills and computer literacy.

Experience

Experience in coping in a pressured support environment. Customer service experience in a similar environment. Ability to use a wide range of computer hardware and software.

Behaviours

Keen interest in IT and an aptitude for learning and improving skill sets. Enthusiastic, reliable, and customer-focused attitude. Confidence to work under pressure and make quick decisions. Flexible and adaptable approach to work. Commitment to a service ethos and understanding the need for confidentiality. Ability to work at a consistently high standard in a constantly changing environment.

Please ensure you read the and Person Specification for full details of this role.

Further information

Please contact Mags Skelton-Stark, m.skelton-stark@exeter.ac.uk or Aju Jon Joseph, a.joseph@exeter.ac.uk