IT Service Desk Analyst

Salary: £29,187 plus generous Civil Service defined benefit pension

Location: Bristol

We are the independent regulator of higher education in England. We aim to ensure that every student, whatever their background, has a fulfilling experience of higher education that enriches their lives and careers. We also care about supporting and developing our staff, working together to achieve more than each of us can do alone.

We’re looking for skilled, committed people who care about students and their experience of higher education. Join us and you’ll be part of an energetic, forward‑looking organisation with high ambitions and big opportunities for our people.

Are you passionate about technology and helping others? Join our IT Service Desk team and make a real impact by providing essential support to our organisation. In this role, you'll be the first point of contact for employees experiencing technical issues, ensuring they can continue their work smoothly and efficiently.

What makes this role interesting is the variety of challenges you'll face daily. No two days are the same, and you'll constantly be learning and growing your technical expertise. You'll have the opportunity to work with a range of technologies and collaborate with different teams, making your work both dynamic and rewarding.

As a Service Desk Analyst, you will be the frontline interface for IT customers, consistently striving to deliver exceptional service by resolving issues and fulfilling IT service requests. Your key responsibilities will include providing first and second level support through various channels such as direct contact, phone calls, and emails, utilising the IT Service Management (ITSM) tool. You will handle incidents and service requests using incident management and request fulfilment processes, adhering to service desk best practices, and meticulously recording all actions and information in the ITSM.

Additionally, you will play a crucial role in onboarding new staff and setting up laptops, ensuring that new employees have a seamless start.

• Deliver 1st and 2nd line technical support to end users for a range of IT issues
• Collaborate with the wider IT team to resolve complex technical issues
• Document solutions and create knowledge articles
• Proactively address recurring technical problems
• Consistently meet service level agreements (SLAs) within agreed timeframe
• Record and monitor IT assets in the ITSM tool

This position is ideal for individuals with experience in a first line role or those with a background in customer service who have a strong interest and knowledge in Information Technology, particularly in areas like Windows environments, Microsoft 365 environments and networking, who have been studying for an IT qualification.

• An NVQ Level 3 in Information Technology or other relevant professional IT qualification
• Experience in delivering high standards of customer service
• Able to communicate technical information effectively
• Strong problem‑solving skills and attention to detail
• Excellent communication skills, written and verbal
• Previous experience using/supporting Active Directory, Office 365, Power Shell, and common IT applications
• Knowledge of VPN setup and configuration
• Understanding of the Foundation ITIL framework
• Previous experience of using an ITSM tool or similar

• Managing a quality service:
  Level 1 (Managing and influencing self) – I plan, organise, and manage my own time to deliver a high quality service. I challenge the misuse of resources to achieve value for money. I identify common problems that affect service, report them, and find solutions. I seek information from all stakeholders in different ways to understand diverse needs and expectations. I complete my work tasks and assignments within the specified timeline, meeting my quality and performance standards.
  
  When required as part of my role, I help stakeholders, students and providers to access relevant information to help them use our services more effectively and comply with regulatory requirements.
• Changing and improving:
  Level 1 (Managing and influencing self) – I identify, resolve, or…