Department:

Innovation and Technology Services
Location:

York
Salary:

£27,319 to £29,588 per annum
Contract Duration:

one year
Closing Date:

Tuesday 09 September 2025 at midnight
Interview Date:

Monday 29 September 2025
Reference:

137-25

REQUIRED SKILLS AND EXPERIENCE

The successful candidate will thrive in a busy and customer-focused environment. With strong experience providing first-line IT support in a large and complex organisation, they will demonstrate excellent problem-solving skills, the ability to prioritise competing demands, and a commitment to delivering outstanding customer service.

They will have:

• Experience acting as the first point of contact for IT queries across a wide range of channels (e.g. phone, email, service portal, face-to-face) and confidence in logging, tracking and resolving incidents and requests.
• A working knowledge of ITIL-aligned processes such as Incident, Request and Problem Management, with the ability to follow agreed procedures and champion best practice.
• Good technical understanding across IT services, including hardware, software, networks and security, with the ability to diagnose issues, provide resolutions where possible, and escalate effectively when required.
• Awareness of information security policies, data protection and cyber security threats, with the ability to identify, resolve or escalate risks appropriately.
• Experience supporting users directly, including the installation and maintenance of IT and AV equipment, software deployment, workstation assessments, and providing basic training or advice.
• Strong organisational skills, with experience maintaining accurate records (e.g. asset registers, knowledge articles, incident logs) and carrying out regular administrative checks.
• A proactive approach to continuous improvement, with the ability to analyse recurring issues, suggest solutions, and contribute to team KPIs and service development.
• Excellent interpersonal and communication skills, with the ability to work collaboratively across teams, explain technical issues clearly to non-specialists, and maintain a professional and approachable manner.
• Flexibility to work independently, adapt to changing priorities, and provide support outside of standard hours when required.
• Commitment to ongoing professional development and to upholding health & safety, inclusivity, and University values in day-to-day practice.

This frontline role, reporting into the Service Desk Manager, is accountable for providing first-line IT support across the University and is responsible for the effective and efficient resolution and escalation of all IT queries raised by staff and students.
The post-holder will work as part of a collaborative team of Service Desk Analysts who need to be supported and guided, as they develop the knowledge and confidence required to deliver excellent customer service.
The role has responsibility for being the first point of contact for all IT queries, both physical and virtual, and for managing the resolution of incidents and requests across a wide range of IT services. The post-holder will also contribute to the daily analysis of problems to establish root causes and reduce recurring incidents.
The role operates within agreed procedures and contributes to the delivery of ITIL-aligned processes such as Incident, Request, and Problem Management. As the front face of ITS, the post-holder is expected to demonstrate excellent customer service skills, maintain a professional and knowledgeable approach, and uphold the high reputation of the department across the University.