Service Desk Analyst

Posted by: Office For Students

Employed By: Office For Students

Job Title: Service Desk Analyst

Salary: £28,268 plus generous Civil Service defined benefit pension

Contract: Full-time

Location: Bristol

Application Deadline: 12 May 2025 at 12pm

The OfS is the statutory regulator for higher education in England. Its aim is to ensure that every student, whatever their background, has a fulfilling experience of higher education that enriches their lives and careers. We have high ambitions and offer great opportunities to get involved in bringing that vision to life.

The Role

Are you passionate about technology and helping others? Join our IT Service Desk team and make a real impact by providing essential support to our organisation. In this role, you'll be the first point of contact for employees experiencing technical issues, ensuring they can continue their work smoothly and efficiently.

What makes this role interesting is the variety of challenges you'll face daily. No two days are the same, and you'll constantly be learning and growing your technical expertise. You'll have the opportunity to work with a range of technologies and collaborate with different teams, making your work both dynamic and rewarding.

As a Service Desk Analyst, you will be the frontline interface for the organisations staff, consistently striving to deliver exceptional service by resolving issues and fulfilling IT service requests. Your key responsibilities will include providing first and second level support through various channels such as direct contact, phone calls, and emails, utilising the IT Service Management (ITSM) tool. You will handle incidents and service requests using incident management and request fulfilment processes, adhering to service desk best practices, and meticulously recording all actions and information in the ITSM tool. Additionally, you will play a crucial role in onboarding new staff and setting up laptops, ensuring that new employees have a seamless start.

About You

This position is ideal for individuals with experience in a first line role or those with a background in customer service who have a strong interest and knowledge in Information Technology, particularly in areas like Windows environments, Microsoft 365 environments and networking, who have been studying for an IT qualification.

Essential
• An NVQ Level 3 in Information Technology or other relevant professional IT qualification
• Experience in delivering high standards of customer service
• Able to communicate technical information effectively
• Strong problem-solving skills and attention to detail
• Windows 10/11 troubleshooting
• Excellent communication skills, written and verbal

Desirable
• Previous experience using/supporting Active Directory, Office 365, PowerShell, and common IT applications
• Knowledge of VPN setup and configuration
• Understanding of the Foundation ITIL framework
• Previous experience of using an ITSM tool or similar


Working for us

The OfS regulates the higher education sector on behalf of all students. We value diversity and the wealth of perspectives, experience and ideas that it brings to our work, and we strive to embed equality of opportunity in everything we do.

We recruit based on fair and open competition and welcome applications from candidates regardless of age, disability, race and ethnicity, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex, sexual orientation and socio-economic background.

Flexibility is important to the OfS, as we recognise that it can enable people to work more effectively. A set of organisation-wide principles shape our approach to flexible and hybrid working, which our teams then use as guidance on how they deliver their business goals. This would usually mean working from the office for two days in a typical week.
To attract the widest possible field of qualified applicants, flexible working, for example job share and part time working, apply to this role.

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