We are currently seeking an IT Service Desk Analyst to provide specialist technical support to staff and students of the University as part of the IT Service Desk team. The University’s endpoint environment comprises approximately 50% Apple and 50% PC platforms.
Within this role you will provide first-line support for hardware and software issues, ensuring a high standard of service delivery. You will be the routine contact point for IT support, troubleshooting and resolving straightforward issues while escalating complex cases as needed. Responsibilities include documenting service requests, assisting with diagnostics, testing solutions, and maintaining IT systems. You'll collaborate with wider IT teams, contribute to the IT support knowledge base, and support staff with digital technologies.
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A patient, empathetic, and customer-focused approach to first-line problem-solving.
- Strong communication skills (verbal and written) including the ability to explain technical issues to non-technical users.
- Willingness to learn and adapt to new technologies, policies and procedures.
- Experience of supporting Windows, macOS, mobile, Office 365 and Adobe Creative Cloud apps.
- Experience in an IT support role in a high-volume public-sector environment.
- Knowledge of working with Service Desk systems (remote access, Active Directory, Microsoft 365, ticketing systems, Entra).
- Understanding of security best practices (MFA, OTP, data protection, device security).
- iTIL Foundation certification and/or experience in an ITIL environment and/or CompTIA A+.
For further information on the essential and desirable skills we’re looking for, please refer to the attached Job Description.
Salary Grade - Starting from £ 29,588 rising to £ 33,002 per annum
The salary range shows the potential maximum pay progression in addition to any annual inflationary increase to your pay. Please note that our default position is to appoint into the lower end of the range, unless there are exceptional circumstances.
Please Note - This role is offered on a Fixed Term Contract which ends on the 15/12/2026.
Please note that as of April 2024, there has been a change in the UK’s sponsorship threshold. Regrettably as the salary for this role falls beneath this, you will not be eligible for sponsorship therefore your application will automatically be rejected.
Staff Benefits
We offer a wide range of great benefits at BSU, including
- Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme). This is a defined benefit pension scheme which pays members a secure income for life, post-retirement
- Enhanced paid leave - 41 - 46 days depending on the role (Full Time) - more details here: https://apphub.bathspa.ac.uk/StaffBenefits
- Family friendly policies including hybrid working, flexible work environment, on-site nursery, and a sector-leading enhanced maternity scheme
- Employee Assistance Programme which offers access to on-demand GP appointments, wellbeing support and advice, and access to counselling
- Transport schemes including Electric Vehicle Scheme and Cycle to Work
- Wide range of discounts and financial benefits, accessed through and easy-to-use app
For further details about all our staff benefits, have a look at our rewards page: https://www.bathspa.ac.uk/work-at-bath-spa/rewards-and-benefits/
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
At Bath Spa University, we believe in the power of education to break down barriers to opportunity and to transform lives. We are the Professionally Creative for the future. Professional Creativity transcends subject disciplines, and is just as important for our sciences, education, business and law subjects as it is for our sector leading creative industries provision. We connect learners, staff and external partners with applied research and innovation. We power inclusive growth through skills development and practice based, innovation – intensive learning for all.
Our main Newton park campus is based in stunning countryside just a few minutes from a World Heritage City. We are also proud to offer courses to students at our other campuses around Bath, and in London at our Canary Wharf and Hackney sites.
An impressive 84% of our staff said they would recommend the University to a friend as a good place to work.
We are a community of colleagues, striving for excellence to ensure students thrive. Our values are:
- Respect
- Inclusivity
- Collaboration
- Sustainability
We are committed to maintaining a safe and secure environment for our students, staff, and community. We foster inclusivity, celebrating and respecting differences. We welcome diversity and encourage applications from all backgrounds and genders. We consider our recruitment practices to be comprehensive and unbiased; ensuring fairness, transparency, and equal opportunity for all.
Information about visa sponsorship
Under the 2006 Immigration, Nationality and Asylum Act the University has a duty to prevent illegal working by carrying out document checks on all potential employees to confirm that a person has the right to work in the UK.
Please note that the University has a legal responsibility to ensure that all employees are entitled to live and work in the UK.
For some vacancies (those requiring specific specialist skills or in shortage occupations) we may be able to obtain a certificate of sponsorship for a suitably qualified applicant. Due to the limited availability of sponsorship resources, not all vacancies in this category will be eligible for Skilled Worker sponsorship. Sponsorship eligibility will be assessed on a role-by-role basis and is normally limited to positions that meet the University's workforce and immigration criteria.
In light of this, for most vacancies it will be unlikely that permission to work in the UK would be granted.
For further information please click here to visit the UK Visas and Immigration website.
