2X Service Desk Analyst (Weekend Shift Work)

2X Service Desk Analyst (Weekend Shift Work)

£(phone number removed) per annum

On-site - Slough

An established organisation is looking to recruit 2X Service Desk Analyst, to provide 1st/2nd line support at each of their sites in Berkshire. Due to weekend teaching, these roles include both Saturday/Sunday shifts, and 3 mid-week shifts.

Key Responsibilities

• Provide first-time fix IT support via phone, email, and web requests; log and track issues using ITSM tools.
• Diagnose and resolve hardware, software, and network issues; escalate as needed to second-line or third-party support.
• Act as an escalation point for complex or unresolved incidents and service requests.
• Support problem management by identifying and documenting root causes and workarounds.
• Offer technical guidance and training to users, and maintain support documentation (FAQs, manuals).
• Monitor IT systems and service performance using dashboards and monitoring tools.
• Install, configure, and update IT hardware and software per university standards.
• Collaborate with DTS and project teams to share knowledge and support service improvements.
• Draft user communications and assist with induction sessions and student onboarding.
• Participate in IT projects, testing, and process improvements.
• Maintain professionalism and up-to-date technical knowledge through continuous learning.
• Ensure compliance with information security and data protection policies.