Service Desk Analyst

Service Desk Analyst
Location: Manchester (on-site)
Contract Length: 3 months
Pay: Hourly day rate (contractor)

Previous experience working within a Higher Education

The Team
Our IT Support Team provides a critical service to staff and students across a respected Higher Education Agency. We deliver support through telephone, walk-in IT support, and a digital ticketing platform. We are a close-knit, collaborative group that values empathy, communication, and continuous learning. Our culture is grounded in shared values, and we pride ourselves on taking the time to understand and support the unique needs of those we serve.

As a Service Desk Analyst, you'll manage your own queue of support tickets and incoming queries. With the guidance of your team, you'll assess issues, determine appropriate resolutions, and contribute to an accessible and effective IT support experience. This role requires a confident communicator who enjoys working directly with people and troubleshooting technical problems. Your work will involve responding to telephone queries, providing in-person support, and handling self-service tickets, ensuring that IT remains an enabler for learning, research, and collaboration.

The Ideal Candidate Will:

• Be a great communicator who listens empathetically and takes time to understand people's challenges.

• Have experience with standard desktop applications and IT troubleshooting.

• Bring a high level of attention to detail and a commitment to quality in all tasks.

• Be confident in both verbal and written communication (phone, email, in-person).

• Be a natural problem-solver with good judgement, while also knowing when to seek input or escalate.

• Thrive in a collaborative team, sharing knowledge and supporting others.

• Value and contribute to a diverse, inclusive, and respectful working environment.