IT Helpdesk Analyst, Digital Innovation and Technology Services

University of Essex
December 11, 2022
Offerd Salary:£23,715 - £27,131
Working address:N/A
Contract Type:Other
Working Time:Full time
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Job title

IT Helpdesk Analyst, Digital Innovation and Technology Services

Job reference


Application closing date





£23,715 - £27,131 per annum

Employment type

Permanent, Full-time

Job category/type




Job description

Digital Innovation and Technology Solutions

Digital Innovation and Technology Services (DITS) provides outstanding IT services and facilities and enables excellence in their use, across the University's three UK-based campuses, and our international campuses & partner institutions. Our services range from underlying infrastructure technologies, provision of a modern Media Centre, to digital skills training for staff and students. Our vision is of a University where students and staff are provided with the digital tools and processes to enable excellent Education and Research.

We are a community of over 140 staff, working in partnership with our colleagues across the University to deliver innovation and IT services to meet the needs of the University. DITS is organised into five service groups including Commercial Applications, Infrastructure Services, Software Development Services, Strategic Project Delivery and IT Customer Experience.

The University is looking for a committed IT Helpdesk Analyst to provide a friendly and professional service to all University IT users at our campuses. Based in the Customer Services team in the IT Customer Experience group, this is a full-time, permanent post.

Duties of the Role

The IT Helpdesk is the frontline of all IT support for the University – staff, students and external visitors. Our aim is to resolve first line IT problems as quickly and efficiently as possible with a warm and helpful approach – whatever the technical understanding of the enquirer. However, small or large the enquiry, we will always aspire to provide an excellent IT experience.

You will be joining a small dynamic team, working in a fast-paced environment on a busy Helpdesk that provides IT help to 15,000 people by email, telephone and live chat and, maybe in person once we return to campus working. There is a lot to learn, but you will receive training and a lot of support from your colleagues, as well as the staff in the rest of the department.

A full list of duties and responsibilities can be found within the job pack.

Qualifications and Skills required

With a sound knowledge of a Windows and Mac operating systems and extensive experience of MS Office applications, the successful applicant will excel in customer and helpdesk service. With superb communication skills, you will be the sort of person who really enjoys problem solving – one minute it might be for a student with an imminent deadline, another it might be a senior member of staff with a critical issue. You will not be phased and with a patient, calm disposition will help source the right solution for that customer. Whilst working for a tight team, you will also be able to happily work independently and self-manage your day. You will have an interest in developing your technical skills both in the frontline support context and beyond.

The post is normally based at the Colchester campus. Depending upon rotas within the team, there may be some flexibility for some hybrid working – as directed by the IT Service Desk Manager.

At the University of Essex, internationalism and diversity is central to who we are and what we do. We are committed to being a cosmopolitan, internationally oriented university that is welcoming to staff and students from all countries, faiths and backgrounds, where you can find the world in one place.

To support this commitment we have our Global Forum, a staff-led network that promotes and celebrates the rich cultural diversity among Essex staff, and our Colchester campus based Faith Centre, which hosts regular services, meetings and events organised by our chaplains and faith representatives. For more information see: https: // www. faith

Please see the attached job pack, which contains a full job description and person specification, which outlines the full duties, skills, qualifications and experience needed for this role plus more information relating to the post. We recommend you read this information carefully before making an application. Applications should be made on-line, but if you would like advice or help in making an application, or need information in a different format, please email the Resourcing Team ([email protected]).

More information: Working at the University

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