Service Desk Analyst

  • Location
    Worcester, Worcestershire
  • Salary
    £ 19000 - £ 22000 / Year
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

Department: Information & Communication Technology

Reporting directly to: Team Lead: Service Centre

Other Contacts

Internal: Colleagues

External: External parties; delegates and visitors

Main Duties

1. To ensure Service Desk coverage is always available to provide telephone, remote and desk

side support to a high degree of customer satisfaction.

2. To ensure all Incidents and Service Requests are successfully and accurately identified,

categorised, prioritised, diagnosed and managed in the IT Service Desk from staff, students,

delegates and visitors.

3. To take ownership of Incidents and Service Requests through to resolution, ensuring that

Incidents and Service Requests are escalated as required to meet the agreed SLAs whilst

ensuring communication with the end user is maintained during the life of a call.

4. To work closely with the Client Computing Services Team and other team members of the IT

Service to ensure the companies hardware and software functions appropriately to meet

learning and teaching requirements.

5. To follow processes, procedures and service level agreements to ensure consistent levels of

service and delivery.

6. To demonstrate an enthusiastic approach and positive working attitude to new ways of

working, processes and procedures.

7. To provide technical support in a training environment.

8. To support imaging of PC and Mac hardware.

9. To provide a technical contribution to projects at the request of the Team Lead: Service


10. To work closely with other teams within IT to ensure that students and staff experience



1. Higher qualification (e.g. HND) in IT, Computer

Science, or a related field, or equivalent work

experience that demonstrates a high level of

technical understanding and ability.

2. Experience of performing a customer-facing role responsible for delivering high quality and time critical service(s)

3. Demonstrable experience of working in a technical service delivery team where you have made a significant contribution to 1st line IT support

4. Experience of configuring mobile devices for

internet connectivity and printing.

5. Experience of working with Active Directory

including account administration.

6. Proven experience of supporting Windows 7 and 10 including network configuration.

7. Proven experience of PC hardware maintenance and fault-finding on desktops, laptops and network printers

8. Advanced knowledge and experience of providing technical support for Microsoft Office including the Outlook mail client.

9. Excellent oral and written communication skills in both formal and informal situations, with the ability to communicate complex or detailed technical information clearly and accurately in the most appropriate format to individuals or groups who may have varying levels of technical knowledge.

10. Excellent interpersonal skills with the ability to establish and maintain good working relationships across teams and external organisations, and with students, staff, delegates and visitors of the University.

11. Excellent organisational skills and the ability to work with minimum supervision e.g. demonstrable experience of prioritising tasks, co-operative working, renegotiating deadlines, communicating progress, etc.

12. The ability to work flexibly. The role will be subject to the University's core IT Support Rota, covering all sites from 08:00 - 19:00, 7 days a week.


14. Microsoft Certification

15. ITIL Foundation certificate

16. Practical experience of applying network protocols. e.g. TCP/IP, DHCP and DNS.

17. Proven experience of supporting Mac OSX including network configuration.

If you have any questions regarding the above role the please contact Nick today 01905 732790 email

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

Please apply with your CV to: Nicholas Badger