IT Service Desk Analyst
Location: Egham
Salary: £34,670 to £40,284 per annum, including London Allowance
Post Type: Full Time
Hours per Week: 35
Weeks per Year: 52
Closing Date: 23:59 hours BST on Friday 15 May 2026
Reference: 0426-129
Right to work: The University cannot issue a Certificate of Sponsorship. Applicants must be eligible to work in the UK or have leave to remain in the UK and associated right to work for the duration of employment, in accordance with the Immigration, Asylum and Nationality Act 2006.
Contract: Full‑Time, Fixed‑Term (until 1 June 2028). This role is offered as a 2‑year contract to cover a team member who has been seconded.
This role is customer‑focused and enthusiastic, supporting staff and students across a large and diverse enterprise IT environment at a research‑intensive University. It is primarily remote, with four days per week working from home and one day per week on campus in Egham, Surrey.
Key Responsibilities
* Act as the first point of contact for IT support, delivering prompt, professional first‑line assistance to students and staff across a broad range of technical issues, including hardware, software, authentication, and Wi‑Fi connectivity.
* Provide a high‑quality IT Service Desk service, efficiently logging, prioritising, and managing support requests received in person, via email, telephone, and web chat using the service management tool.
* Work collaboratively as part of the IT Service Desk team to deliver consistent, accurate, and customer‑focused support, ensuring incidents and service‑related issues are clearly documented.
* Apply technical knowledge and strong problem‑solving skills to advise, guide, and support users, enabling more effective use of university IT systems and digital services.
* Investigate, diagnose, and resolve first‑line technical and application issues, using structured troubleshooting methods and escalating more complex problems where appropriate.
* Undertake a range of IT administration duties, supporting the efficient and secure operation of IT services.
* Support the evaluation, testing, and introduction of new technologies and services, contributing to the ongoing development and enhancement of the IT service offering.
Essential Experience, Knowledge and Skills
* A relevant IT qualification (IT‑related subject, A‑Level, or equivalent).
* Working knowledge of Microsoft operating systems, including Windows 11.
* Familiarity with Active Directory and Microsoft Entra.
* Strong understanding of IT troubleshooting, particularly in user authentication and network connectivity.
* Confident use of Microsoft Office applications, able to provide advice and support to end users.
* Proven ability to work effectively as part of a team in a collaborative environment.
* Strong communication skills, with the ability to explain technical solutions clearly to individuals from a wide range of backgrounds and professional levels.
* Experience working in a customer‑focused environment, delivering a high standard of service.
* Ability to carry out routine manual, automated, and administrative IT processes accurately and efficiently.
Desirable Skills and Experience
* Experience supporting Apple Macintosh computers.
* Additional language skills that may support the delivery of an inclusive and accessible service.
Benefits
* Generous annual leave entitlement.
* Training and development opportunities.
* Pension scheme with generous employer contribution.
* Scheme such as Cycle to Work, Season Ticket Loans and support with eyesight testing.
* Free parking.
Recruitment contacts: For an informal discussion, please contact Chris Mount at chris.mount@rhul.ac.uk. For queries on the application process, contact the Human Resources Department at recruitment@rhul.ac.uk. Please quote the reference 0426‑129.
Royal Holloway is committed to equality, diversity and inclusion (EDI), and encourages applications from all people regardless of age, disability, gender, marital status, parental status, race, religion or belief, sexual orientation, or trans status or history. For more information on our structures and initiatives around EDI, see the Equality and Diversity Intranet page.
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