Service Desk Analyst
ISS - Service Management & Delivery
Location: Bailrigg, Lancaster, UK
Salary: £26,707 to £30,378 (Full time, indefinite)
Closing Date: Wednesday 25 March 2026
Interview Date: Tuesday 31 March 2026
Reference: 0146-26
Lancaster University is an established thriving UK university with a world‑class reputation for excellence in research, teaching and engagement. Lancaster is consistently ranked in the top universities in all three major UK league tables and continues to build a growing reputation both nationally and internationally. Our Lancaster University values believe in respecting each other by being open and fair and promoting diversity, we build strong communities by working effectively together in a supportive way and we create positive change by being ambitious in our learning, expertise and action.
Join our dynamic frontline IT support team as a Service Desk Analyst, providing exceptional support to students and staff. You’ll be the first point of contact for technical queries, delivering solutions via phone, chat, face‑to‑face interactions, and our help centre system.
Responsibilities
* Diagnose and resolve IT incidents promptly
* Manage service requests and ensure timely completion
* Contribute to continuous service improvement with a customer‑service focus
* Triage incoming inquiries and aim for first‑time fixes for straightforward incidents and requests
* Escalate more complex issues to appropriate support teams across the IT Service
Required Experience, Skills & Abilities
* In depth experience of working with Microsoft applications as well as PC and Mac hardware and software. (Essential)
* Experience of providing excellent customer service whilst working in a customer service environment. (Essential)
* Logical and systematic problem solving skills. (Essential)
* Ability to communicate effectively and appropriately with people at all levels of seniority and technical ability. (Essential)
* Ability to work in a team towards clearly defined aims and objectives. (Essential)
* Ability to plan ahead, manage tasks, prioritise workloads and meet competing deadlines. (Essential)
* Experience of ISS Service Desk systems & processes (Desirable)
* Experience of working in an IT or AV service environment. (Desirable)
* Experience of working within an academic environment. (Desirable)
* Microsoft Office Specialist certification. (Desirable)
This is a full‑time, indefinite post with some flexibility to work some of your time remotely, but it is primarily a campus‑based role.
If interested, apply now and submit your CV alongside a coversheet, up to a maximum of three A4 pages.
Equality, Diversity and Inclusion
The University strives to be diverse and inclusive, a place where we can all be ourselves. We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff.
We promote equality of opportunity and diversity within the workplace and welcome applications from all sections of the community.
We warmly welcome applicants from all sections of the community regardless of their age, religion, gender identity or expression, race, disability or sexual orientation, and are committed to promoting diversity, and equality of opportunity.
Find out what it's like to work at Lancaster University, including information on our wide range of employee benefits, support networks and our policies and facilities for a family‑friendly workplace.
The University recognises and celebrates good employment practice undertaken to address all inequality in higher education whilst promoting the importance and wellbeing for all our colleagues.
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Further Details Job Description Person Specification Please note: unless specified otherwise in the advert, all advertised roles are UK based.
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