Service Desk Analyst

Cardiff Metropolitan University is looking for an enthusiastic and customer-focused Service Desk Analyst to join our Digital Services team on an eight month fixed-term basis to provide cover for shared parental leave.

This is an excellent opportunity to gain experience within a busy IT Service Desk, supporting both staff and students across the University.

You will play a key role in delivering a high-quality IT support service, acting as the first point of contact for technical queries and helping to ensure a smooth and effective digital experience for our users.

• Deliver exceptional first-line support, resolving technical issues efficiently and professionally across devices, systems, and applications.
• Drive consistency across the service desk, ensuring accurate logging, knowledge sharing, and high-quality responses.
• Use technical skills to empower users, offering clear guidance on effective and secure ways of working.
• Identify and escalation issues proactively, helping maintain service stability and continuous improvement.
• Collaborate across teams and suppliers, ensuring seamless support and helping improve the wider Digital Services offering.

We are looking for a motivated and customer-focused individual with strong technical ability and excellent communication skills. You will be confident explaining technical issues clearly to non-technical users, adapting your approach to suit a wide range of audiences, and demonstrating empathy and patience in a busy support environment. Alongside experience in troubleshooting IT issues, you will bring a collaborative mindset, strong organisational skills, and a commitment to delivering a high-quality, professional IT service.

• Annual leave of 25 days, rising to 30 days after 1 year’s service, plus 12 bank holiday/concessionary days (pro rata if part-time).
• Membership of the Local Government Pension Scheme with generous monthly contributions.
• Excellent family-friendly policies.
• 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 Health Assured, an independent specialist wellbeing support provider.