Service desk analyst

Cardiff Metropolitan University is looking for an enthusiastic and customer‑focused Service Desk Analyst to join our Digital Services team on an eight month fixed‑term basis to provide cover for shared parental leave.

You will play a key role in delivering a high-quality IT support service, acting as the first point of contact for technical queries and helping to ensure a smooth and effective digital experience for our users.

Responsibilities

• Delivering exceptional first‑line support, resolving technical issues efficiently and professionally across devices, systems, and applications.
• Driving consistency across the service desk, ensuring accurate logging, knowledge sharing, and high‑quality responses.
• Using your technical skills to empower users, offering clear guidance on effective and secure ways of working.
• Identifying and escalating issues proactively, helping maintain service stability and continuous improvement.
• Collaborating across teams and suppliers, ensuring seamless support and helping improve the wider Digital Services offering.

Qualifications

We are looking for a motivated and customer‑focused individual with strong technical ability and excellent communication skills. You will be confident explaining technical issues clearly to non‑technical users, adapting your approach to suit a wide range of audiences, and demonstrating empathy and patience in a busy support environment. Alongside experience in troubleshooting IT issues, you will bring a collaborative mindset, strong organisational skills, and a commitment to delivering a high‑quality, professional IT service.

Benefits

• Annual leave of 25 days (rising to 30 days after 1 year’s service) plus 12 bank holiday / concessionary days (pro rata if part time)
• Membership of the Local Government Pension Scheme with generous monthly contributions.
• Excellent family‑friendly policies – take a look on our Policy Hub page.
• Opportunities to learn and develop your skills with access to library and digital services facilities.
• Excellent sports and fitness facilities with subsidised membership.
• Free family access to our independent specialist wellbeing support provider, Health Assured.

Contact

For more information about the role please contact Ian Williams on IRWilliams@CardiffMet.ac.uk, or feel free to contact the Recruitment Advisor supporting this vacancy on email address.

All applications must be submitted online.

The person specification will be used as a tool for shortlisting; so please make sure you use this information when writing your application. You can find useful hints and tips about how to apply by visiting our Application Guidance page.

Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.

Cardiff Metropolitan University is proud to be a Disability Confident employer and a signatory of the Armed Forces Covenant.

All applicants with disabilities, or those who are part of the Armed Forces community who during the shortlisting process meet the essential criteria for the role will be progressed to the next stage.

The University is committed to creating a highly inclusive culture. We offer family friendly and flexible working arrangements and a range of staff networks, forums and events to support and develop our people. We warmly welcome applications from those traditionally underrepresented in the higher education sector.