**This vacancy is only available to existing University of Essex staff**
Digital Innovation and Technology Services is seeking a proactive and dedicated IT Helpdesk Analyst to deliver friendly and professional support to all University IT users across our campuses. This role is in the Customer Services team in the IT Customer Experience group and is a full-time permanent position.
Duties of the Role
The IT Helpdesk is the first point of contact for IT support across the University, assisting staff, students, and visitors. Our core mission is to deliver prompt and effective first-line support with a friendly and approachable attitude, regardless of the user's technical proficiency.
You will join a small, collaborative team in a fast-paced Helpdesk environment, supporting over 15,000 users via email, phone, live chat, and face-to-face on a hybrid basis. The role is varied and challenging, supporting a wide range of system, with structured training and ongoing support to help you succeed.
You will also contribute to service improvement projects and work with other teams to enhance the overall IT experience.
Skills and qualifications required
The successful applicant will have sound knowledge of Windows and Mac operating systems, along with strong experience using Microsoft 365 applications. Excellent customer service and communication skills are essential, with the ability to stay calm and focused when supporting users under pressure.
The role is based at the Colchester campus and requires a minimum of two days per week on-site, with flexibility for hybrid working as directed by the IT Service Desk Manager.
At the University of Essex, internationalism and diversity is central to who we are and what we do. We are committed to being a cosmopolitan, internationally oriented university that is welcoming to staff and students from all countries, faiths and backgrounds, where you can find the world in one place.
To support this commitment we have our Global Forum, a staff-led network that promotes and celebrates the rich cultural diversity among Essex staff, and our Colchester campus based Faith Centre, which hosts regular services, meetings and events organised by our chaplains and faith representatives. For more information see: