IT ServiceDesk Analyst
Location: Uxbridge (Hybrid)
Duration: 3 Months Initially
Day Rate: 300
IR35: Outside
Role Overview
We are seeking a customer-focused IT Support Officer to provide high-quality, front-line IT support to users within a higher education environment. Acting as the first point of contact for IT queries, you will deliver technical assistance across various channels including in-person, phone, email, and chat. The role requires a proactive approach to problem-solving, a strong customer service ethic, and the ability to work collaboratively within a wider IT support team.
Key Responsibilities
* Provide friendly, professional, and customer-focused front-of-house IT support
* Assist users with device connectivity, printing, software access, and general IT enquiries
* Monitor, prioritise, and resolve support tickets within agreed service levels
* Deploy and support hardware and equipment in line with institutional standards
* Apply ITIL-aligned service management processes
* Investigate and escalate incidents, documenting key actions and outcomes
* Support user testing, pilot rollouts, and feedback gathering for new services
* Supervise and support junior team members during operational hours
* Maintain accurate documentation and update the internal knowledge base
* Deliver basic training and user guidance on supported systems and software
* Support university events such as exams, enrolment, and registration
* Ensure compliance with IT and Health & Safety policies, including risk assessments
* Participate in process improvement initiatives and service reviews
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