Service Desk Analyst

Your primary role will be to provide 1^st line technical support to staff and students within the IT service desk, to include collection and logging and in many cases diagnosis and resolution of technical queries. 

You will also offer application support to Cardiff Metropolitan University students and staff. 

You will be responsible to the IT service desk team manager and will play a key role in providing a comprehensive range of quality Information Services to our customers. The nature of the position demands versatility, flexibility, initiative and a genuine desire to give our customers a first-class IT service.

What you’ll be doing: 

• Providing 1^st line technical support for students and staff – troubleshooting and resolving where possible queries including but not limited to the use of IT equipment and software applications, authentication issues, and connectivity of WiFi devices.
• Provision of the IT service desk service using a service desk system to log calls received either by person, email or telephone, or web chat.
• Working and sharing information with members of the IT service desk team to provide consistent and relevant information for staff and students and recording of service-related issues.
• Utilising your technical knowledge to advise staff and students on efficient means of working with IT where possible.
• Monitoring that supported IT services are operating to Cardiff Metropolitan University standards, and reporting where issues are observed.
• Investigating, diagnosing and solving 1^st line application problems using effective troubleshooting and fault analysis skills and escalating accordingly.

What you’ll bring: 

• Relevant qualification in IT related Subject, A-Level or equivalent.
• Working knowledge of Microsoft Operating Systems including Windows 11.
• Strong understanding of IT troubleshooting – authentication, connectivity.
• Confident user of Microsoft Office products and able to provide advice and support on these products.
• Ability to work as part of a team.
• Ability to communicate technical solutions effectively with individuals from a variety of backgrounds and professional levels.
• Experience ofworking in a customer focussed environment.

Why join Cardiff Metropolitan University?

We are a values-based University. We are proud of our culture, and we are there for our people. Our community spirit is the golden thread that underpins our values and behaviours. We support and embrace inclusion that enables everyone to feel respected and able to perform at their best. By joining our University, you'll find yourself in a unique environment where a wealth of knowledge and resources are readily available, supporting you with your career development. 

We offer excellent benefits such as:

• Annual leave of 25 days Annual leave of 25 days, rising to 30 days after 1 years’ service, plus 12 bank holiday / concessionary days. 
• Membership of the Local Government Pension Scheme with generous monthly contributions.
• Excellent family friendly policies – take a look on our Policy Hub page.
• Opportunities to learn and develop your skills with access to library and digital services facilities.
• Excellent sports and fitness facilities with subsidised membership.
• Free family access to our independent specialist wellbeing support provider, Health Assured.

Contact Us

For more information about the role please contact Ian Williams, on irwilliams@cardiffmet.ac.uk.

All applications must be submitted online.  

The person specification will be used as a tool for shortlisting; so please make sure you use this information when writing your application. You can find useful hints and tips about how to apply by visiting our Application Guidance page.