Service Desk Analyst

At University of Hull, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in University of Hull workplace.

These include people from global majority backgrounds; people who have a declared disability; LGBTQI+ people; and women particularly for our Grade 9 and 10 roles.

We reserve the right to close the advert early if a satisfactory amount of applications are received

Are you a tech- savvy problem solver with a passion for helping people and a knack for keeping things running smoothly? We’re looking for a dynamic Service Desk Analyst to join our team – someone who’s just as comfortable resolving IT issues as they are coordinating Estates and Facilities requests.

This is a unique hybrid role that blends technical support with operational coordination, offering variety, responsibility, and the chance to make a real impact across the University of Hull.

Key Responsibilities:

• Act as the first point of contact for IT and Estates enquiries from staff, students, and visitors.
• Provide 1^st line technical support to staff and students via the walk-up desk or via the ITSM – ServiceNow
• Troubleshoot hardware, software, and network issues.
• Escalate complex issues when necessary.
• Assist with user account management, device setups, and software installations.
• Log and track maintenance requests.
• Liaise with contractors and internal teams to ensure timely resolution.
• Identify opportunities to improve service processes and customer experience.

What we are looking for:

• Previous experience in a customer-facing IT support role
• Excellent communication and people skills
• An initiative-taking, can-do attitude with the ability to multi-task.
• Understanding of ITIL
• Basic understanding of Estates and Facilities operations is desirable, but training will be provided.
• Strong problem-solving abilities and attention to detail

If you want to be part of a team that delivers excellence and makes a difference to our customers, then this role could be for you.

Further details:

• Job Description
• Candidate Pack
• Equality and Diversity Document