IT Service Desk Analyst

Application Deadline: 20 July 2026

Department: IT

Employment Type: Full Time

Location: Bath, Somerset - Newton Park

Compensation: Grade 5 - Starting from £29,588 rising to £33,002 per annum

We are currently seeking an IT Service Desk Analyst to provide specialist technical support to staff and students of the University as part of the IT Service Desk team. The University's endpoint environment comprises approximately 50% Apple and 50% PC platforms.

Within this role you will provide first line support for hardware and software issues, ensuring a high standard of service delivery. You will be the routine contact point for IT support, troubleshooting and resolving straightforward issues while escalating complex cases as needed. Responsibilities include documenting service requests, assisting with diagnostics, testing solutions, and maintaining IT systems. You'll collaborate with wider IT teams, contribute to the IT support knowledge base, and support staff with digital technologies.

• A patient, empathetic, and customer focused approach to first line problem solving.
• Strong communication skills (verbal and written) including the ability to explain technical issues to non technical users.
• Willingness to learn and adapt to new technologies, policies and procedures.
• Experience supporting Windows, macOS, mobile, Office 365 and Adobe Creative Cloud apps.
• Experience in an IT support role in a high volume public sector environment.
• Knowledge of working with Service Desk systems (remote access, Active Directory, Microsoft 365, ticketing systems, Entra).
• Understanding of security best practices (MFA, OTP, data protection, device security).
• ITIL Foundation certification and/or experience in an ITIL environment and/or CompTIA A+.

Staff Benefits

• Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme). This is a defined benefit pension scheme which pays members a secure income for life, post retirement.
• Enhanced paid leave - 41 to 46 days depending on the role (Full Time). More details available on the university's staff benefits website.
• Family friendly policies including hybrid working, flexible work environment, on site nursery, and a sector leading enhanced maternity scheme.
• Employee Assistance Programme which offers access to on demand GP appointments, wellbeing support and advice, and access to counselling.
• Transport schemes including Electric Vehicle Scheme and Cycle to Work.
• Wide range of discounts and financial benefits, accessed through an easy to use app.