Senior Service Desk Analyst

Are you an experienced IT professional with a passion for delivering outstanding customer service and driving continuous improvement? Join our IT Services team at the University of Oxford as a Senior Service Desk Analyst, where you’ll play a pivotal role in ensuring exceptional IT support for students, staff, and researchers.

Why Choose Us:  

At the University of Oxford, we prioritise our employees' wellbeing. We offer a range of benefits, including:

• 30 days of annual leave (plus the 8 public holidays)
• Extensive personal and professional development plans and opportunities to foster growth
• A comprehensive range of childcare services
• An excellent contributory pension scheme
• Subsidised membership of the University Sports Centre
• Bicycle loan, repair and purchasing schemes
• Discounted bus & train passes schemes and Season Ticket travel loans
• Car benefit scheme for electric and ultra-low emissions vehicles

The University hosts a wide array of social groups and sports clubs, making your experience here about much more than just work

About the Role 

As a Senior Service Desk Analyst, you’ll act as a subject matter expert and escalation point within the central IT Service Desk. You’ll play a crucial role in shaping the customer experience, enhancing operational efficiency, and driving continuous service improvements in a fast-paced and collaborative environment.

The Senior Service Desk Analyst will:

• Provide expert IT support and serve as an escalation point for complex issues
• Champion knowledge management, ensuring high-quality internal and customer-facing self-help resources
• Drive service improvements and collaborate with teams across IT Services
• Maintain service standards and best practices, contributing to change management initiatives
• Support and mentor colleagues, fostering a culture of collaboration and continuous learning

About You 

To excel in this role, you will have:

• Proven experience in IT support, with strong technical skills
• Excellent written and verbal communication skills
• A customer-focused approach, with a commitment to high service standards
• A proactive mindset, always looking for ways to improve processes and efficiency
• A collaborative attitude, with experience coaching and mentoring others

Flexible Working 

This role involves significant real-time collaboration with teams across the University. However, subject to satisfactory performance, flexible working arrangements may be considered, including:

• Flexible working hours, provided availability for key meetings and on-site activities is maintained.
• A hybrid working model after probation, requiring a minimum of 2 regular on-site days per week, plus additional attendance for key meetings, staff events, and training sessions.

If you would like to discuss flexible working options before applying, please get in touch.

Application Process

To apply, please upload:

• A covering letter/supporting statement
• Your CV
• Contact details of two referees

The closing date for applications is 12 noon on Friday 25 April 2025.

Interviews will take place on the week commencing 12 May 2025 and will be held in person in central Oxford.

The university is an equal opportunity employer and encourages applications from all qualified candidates, including those interested in part-time or job-share positions.