We have a vacancy for a Service Desk Analyst to join our busy IT Service Desk team. This is a full-time position which will be working approximately 60% from home and 40% on City Campus Wolverhampton as the main base in line with the agile working policy.
Supporting the service will be a variety of shifts between 8am and 5.00pm Mon-Fri. (The on campus and working from home ratio may change at peak times and as required).
The Service Desk is a team comprising of a Service Desk Manager, Service Desk Senior, and Service Desk Analysts, providing first line IT support to all staff and students across the University, nationally and internationally.
The support is facilitated via incoming phone calls to the Service Desk as well as digital contact via email and the IT Portal. We also offer face to face support on a rota basis from the Harrison Library on City Campus on a Monday, Tuesday and Thursday.
The team currently resolve a large amount of the calls they receive, and we promote a first call resolution wherever possible. The remainder of tickets raised are routed appropriately to other teams within the Directorate or signposted within the wider University. We are looking for someone who:
- Is passionate about delivering great customer service and has the resilience to work on a fast-paced team that can be pressurized.
- Predominantly Phone-based & Face to Face support role, therefore be able to handle sometimes complex queries over the telephone and in a face-to-face environment.
- Has a good understanding of IT across the University and how to manage conflicting demands.
- Thrives in a busy environment and has a commitment to upskilling within the role to support the team and department objectives.
- Highlights any topical issues and how these can be overcome, makes suggestions on how to improve the service and work with colleagues and the management team to implement changes.
- Can work to processes and procedures ensuring that all calls logged are of excellent quality and contain all required information.
- Can work on campus or from home and be able to manage own workload and balance this with the priority of taking calls from our customers. Being proactive with an element of self-management with regards to your own work queue.
- Have a flexible approach to work and willing and able to upskill as and when required based on the change’s needs of the University and in line with the 2030 Digital Strategy which will reshape and define the Digital University.
University of Wolverhampton Recruitment Statement
Freedom of Speech and Academic Freedom
The University of Wolverhampton recognises and protects the rights to freedom of speech and academic freedom, within the law.
We are committed to ensuring that lawful expression of ideas, beliefs and opinions — including those that may be controversial or unpopular — does not result in disadvantage in recruitment, employment or progression.
An offer of employment at the University of Wolverhampton will never be denied based on an individual’s lawful expression of their beliefs, ideas or opinions.
Equality, Diversity and Inclusion
The University of Wolverhampton is an equal opportunities employer and welcomes applications from all sections of the community.
We are committed to:
- preventing unlawful discrimination and harassment.
- promoting equality of opportunity.
- fostering an inclusive environment where colleagues are treated with dignity and respect.
We strive to create a workplace in which colleagues have the confidence and freedom to be themselves, while working professionally and in accordance with equality legislation and University policies.
Guidance on AI-Assisted Applications
We recognise that applicants may use AI tools to support the preparation of their applications. However, submissions must reflect your own experience, achievements and motivations.
We want to understand what you personally bring to the role. Please ensure your application accurately represents your own voice and capabilities.
Flexible Working
We recognise the value of flexible working arrangements and are open to discussion wherever possible.
Your Benefits:
Competitive salaries
Standard Life Pension scheme – with employer contribution of up to 12% to the University's defined contribution scheme.
Long Service Recognition – £200 gift voucher, certificate, and afternoon tea with Vice Chancellor for 25 & 40 years of service.
Free Will Writing Service – Complimentary will drafting for employees and their partners.
IT & Mobile Discounts – EE Perk (20% off for family & friends) & software discounts.
Supporting Your Health & Wellbeing
Wellbeing and Mental Health Support – 24/7 access to EAP service, free counselling sessions, wellbeing support resources and Occupational Health Service.
Gym memberships discounts – at our Walsall Campus and discounts at WV Active sites in Wolverhampton.
Eyecare Support – Free eVoucher for eye tests and glasses contribution.
Flu Vouchers – Free flu vaccinations for staff.
Paycare Health Benefit Plan – Covers optical, dental, physiotherapy, and personal accident insurance.
Chaplaincy & Prayer Rooms – Access to multi-faith chaplaincy services.
Valuing You:
Generous Annual Leave (see table below)
Flexible & Agile Working – Flexible and Hybrid working arrangements.
Free On-site Parking – available across campuses.
Cycle Benefits Scheme – Save up to 42% on a bike & accessories via salary sacrifice.
Tusker Electric Vehicle Scheme – Electric cars via salary sacrifice.
Employee Discounts – Savings on groceries, fashion, and entertainment.
Travel Discounts – Up to 10% off holidays through Sodexo Circles.
Training and Development
Staff Network and Inclusion – Access to support networks and events with our LGBTQ+, Global Majority, Disability, and Women's networks.
Library Access – Staff have access to books and resources at our onsite libraries.
Staff Scholarship Scheme – Funding for part-time higher education, up to PhD level.
Leadership and Management Development – Access to training opportunities to support you with advancing in your career.
