Service Desk Analyst - #192220

An exciting opportunity has arisen for a Service Desk Analyst to join us on a 6-month fixed term basis What We Offer Working at the University of Oxford offers several exclusive benefits, such as:

• 38 days of annual leave to support your wellbeing, with the option to purchase up to 10 extra days and additional leave after long service.

• One of the most generous maternity and adoption leave schemes in UK higher education, offering up to 26 weeks of full-pay leave, followed by additional statutory and unpaid leave options.

• A commitment to hybrid and flexible working to suit your lifestyle.

• An excellent contributory pension scheme.

• Affordable and sustainable commuting options, including a cycle loan scheme, discounted bus travel, and season ticket loans.

• Access to a vibrant community through our social, cultural, and sports clubs.

Responsibilities

• Customer Advocacy: Act as customer champions by serving as role models for exceptional customer service, driving issues to resolution, and managing requests and exceptions promptly. Set clear customer expectations by building trust, gaining confidence, and fostering rapport.

• Team Contribution: Make positive contributions to the team through active participation in meetings, demonstrating initiative, completing assigned tasks, and sharing ideas for improvement.

• Customer Satisfaction: Maintain and enhance customer satisfaction throughout service desk interactions by acting respectfully, courteously, and positively at all times.

• Collaboration and Development: Work collaboratively with colleagues to deliver and continually improve services while maintaining up-to-date knowledge and skills.

• Customer Support: Provide accurate advice and support to customers via telephone or online, ensuring all interactions are thoroughly documented for future reference. Investigate IT issues, resolve incidents, and address complex questions in audience-appropriate language by researching and interpreting procedures.

• Process Adherence and Improvement: Follow service desk processes and procedures, proactively

identifying inconsistencies or opportunities for improvement

• Knowledge Sharing: Contribute to user-facing and technical knowledge articles, meeting departmental expectations for clarity and utility.

• Adaptability and Compliance: Stay informed about service changes and adhere to IT services protocols in a dynamic environment. Remain familiar with key ITSM practices, university standards, and regulations, escalating any infringements per organisational guidelines.

Selection criteria Essential selection criteria 1. Technical Proficiency a. Knowledge of operating systems (e.g., Windows, macOS) and common software applications b. Strong aptitude for quickly mastering new technologies 2. Customer Service Skills a. Proven ability to provide exceptional customer service in a professional manner b. Skilled at building rapport and resolving complex issues for customers with diverse technical expertise 3. Problem-Solving Abilities a. Strong analytical skills to diagnose and resolve complex issues effectively b. Ability to prioritise and manage multiple tasks in a fast-paced environment 4. Communication a. Clear and concise written and verbal communication, including documenting issues and solutions b. Ability to explain technical concepts in layman’s terms For full selection criteria please see attached job description Application Process To apply, please upload:

• A covering letter/supporting statement

• Your CV

• The details of two referees

The closing date for applications is 12 noon on 06/07/2026
Interviews will take place on and will be held face to face from the w/c 13th of July