Service Desk Analyst - Full Time, Permanent

Edinburgh Napier University
November 20, 2023
Offerd Salary:£24,533 - £29,605
Working address:N/A
Contract Type:Other
Working Time:Full time
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Job title

Service Desk Analyst - Full Time, Permanent

Job reference


Date posted


Application closing date



£24,533 - £29,605 per annum


Excellent Benefits Package

Contractual hours



Full Time



Job description

In an ever-changing technological landscape and as a progressive institution, we at Edinburgh Napier University combine strong sector knowledge with wider industry experience and best practice.

We are investing in capacity and capability for the future, with opportunities to gain experience in best of breed solutions.

As such, an opportunity has arisen to join our Information Services Department (IS) as a Service Desk Analyst.

This is a time of real change throughout the department with a push towards a DevOps culture and a user-centric approach to service design and there is now the opportunity to be part of a dynamic, multi-disciplinary team which is being structured for strong customer engagement and innovation.

The Role: In this role, you will be in a position to use your analytical, problem solving and customer service skills to provide an effective, high quality, responsive, customer orientated, professional IT telephony and counter based service to staff and students within the University.

Your working knowledge of Microsoft Office Suite, Windows 10, iOS Operating Systems will be key, as you will be in position to provide advice and support to University students and staff on their general use, as well as for other relevant technologies in desktop and laptop hardware programmes, mobile devices and software applications. Your understanding of remote administration and software distribution tools will allow you to deliver this service in an efficient and streamlined way that suitably meets the needs of all of our service users.

Furthermore, you will have the opportunity to assist in embedding ITIL, incident management and service related processes, providing best practice service management of the Service Desk through first and second line support for the broad range of systems and technologies that the University relies on.

For a full role profile and comprehensive list of duties please click here.

What we will need from you:

  • Strong communication and excellently honed customer service skills.
  • Previous experience of working within a Service Desk team within a large and complex user environment, with further experience of supporting a complex range of user needs and delivering appropriate service models to meet these.
  • A degree and/or demonstrable equivalent experience.
  • Problem solving and analytical skills with the ability to approach and resolve problems in a thoughtful and practical manner
  • Experience of using integrated helpdesk, collaboration and telephony tools.
  • Benefits we offer:

    Edinburgh Napier University is a forward-thinking institution, home to forward-thinking people, inspired by the world around us. Join us and you will find that we offer support and recognition wherever due, as well as fantastic benefits such as an attractive pension with employer contributions of 20.8% and a minimum of 41 days holiday.

    There are professional development opportunities, discounted access to onsite sports facilities and a wide range of other staff discounts. For more information about our wide range of benefits, click here.

    Salary: £24,533 - £29,605 per annum (Grade 3)

    Additional information:

    Closing date: 20th November 2023

    Interviews: week commencing 4th December 2023

    Edinburgh Napier is committed to creating an environment where everyone feels proud, confident, challenged and supported and are holders of Disability Confident, Carer Positive and Stonewall Diversity Champion status. Please see here for more information.

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