IT Helpdesk Analyst
We have a full-time fixed term opportunity, available for 6 months, with the possibility of being extended subject to future funding which is available immediately until 24th December 2026. Applications for secondments will be considered subject to agreement from your current line manager.
The starting salary will be from £30,628 on Grade D, depending on knowledge, skills and experience.
This role offers the opportunity for hybrid working – some time on campus and some from home.
As an IT Helpdesk 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.
Prior 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 Characteristics
- 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 Job Description and Person Specification for full details of this role.
Further information
Please contact Mags Skelton-Stark,
[email protected] or Aju Jon Joseph,
[email protected]
PS Connect
PS Connect was launched in May 2023 and is aligned to the University's 2030 Strategy 'To use the power of our education and research to create a sustainable, healthy and socially just future'.
We are a newly integrated service bringing teams from HR, Finance, IT and Strategic Procurement, along with a Service Experience Team, all under one division. We ensure we make the best use of resources, systems, skills, digital technology and colleague expertise.
Our vision is clear. We want to connect our customers to the right solution, by providing expert advice, innovative ideas and outstanding service that helps them to achieve their best.
We are transforming the delivery of professional services to deliver services which are user-focused and innovative. We are committed to continuously improving our strategic and operational effectiveness, efficiency and improve service experience across the organisation.
We are doing this by maximising our use of digital solutions and data, alongside highly skilled staff with a strong understanding of user experience and journeys. By doing this, we deliver our purpose to: achieve outstanding customer satisfaction, in every interaction we make.
It is an exciting time to join PS Connect, as you help us to continue to transform the way we deliver core professional services at the University of Exeter.
Transform Your Career and Help Shape a Greener, Healthier, and Fairer Future
We are committed to understanding different cultures and perspectives, supporting diverse leadership, and striving for social justice. We encourage applications from all groups underrepresented in our community, including racially minoritised individuals and those with disabilities. Our inclusive, merit-based recruitment processes seek to embrace a diverse set of experiences to ensure colleagues feel supported equitably. With over 30,000 students and 7,000 staff from 150 countries, we foster a culture where everyone can thrive.
You can read more about our current accreditations and commitment to Equality, Diversity and Inclusion here, including our commitment to the Armed Forces Covenant.
Why our colleagues love working here
- Flexible working opportunities and leading parental leave initiatives
- Generous annual leave (39-41 days including bank holidays)
- Competitive pension contributions
- A genuine dedication to supporting the health and wellbeing of all colleagues - see initiatives here
- Sustainability and the environment being at the heart of what we do
How we can help
If you're considering applying and need support to do so, please get in touch with us at
[email protected]. You can request reasonable adjustments within your application or by contacting us. You can also choose to be considered under our Disability Confident Scheme and find out here how this is managed during our recruitment and onboarding process.
Please be advised that due to the minimum salary thresholds imposed by the UKVI, this post will not qualify for university sponsorship under the Skilled Worker visa route. If you are a migrant worker, you will need to ensure you have a visa which permits the right to work in the UK. Further details can be found on the Home Office website - https://www.gov.uk/browse/visas-immigration/work-visas. If you are an existing Skilled Worker visa holder, we may be able to sponsor and will review the transitional arrangements - https://www.gov.uk/skilled-worker-visa/certificate-of-sponsorship-before-4-april-2024.
