IT Service Desk Analyst

Are you passionate about technology and helping others? Join our IT Service Desk team and make a real impact by providing essential support to our organisation. In this role, you'll be the first point of contact for employees experiencing technical issues, ensuring they can continue their work smoothly and efficiently.

What makes this role interesting is the variety of challenges you'll face daily. No two days are the same, and you'll constantly be learning and growing your technical expertise. You'll have the opportunity to work with a range of technologies and collaborate with different teams, making your work both dynamic and rewarding.

As a Service Desk Analyst, you will be the frontline interface for IT customers, consistently striving to deliver exceptional service by resolving issues and fulfilling IT service requests. Your key responsibilities will include providing first and second level support through various channels such as direct contact, phone calls, and emails, utilising the IT Service Management (ITSM) tool. You will handle incidents and service requests using incident management and request fulfilment processes, adhering to service desk best practices, and meticulously recording all actions and information in the ITSM. Additionally, you will play a crucial role in onboarding new staff and setting up laptops, ensuring that new employees have a seamless start.

Some of the day to day tasks may include:

Deliver 1st and 2nd line technical support to end users for a range of IT issues • Collaborate with the wider IT team to resolve complex technical issues • Document solutions and create knowledge articles • Proactively address recurring technical problems • Consistently meet service level agreements (SLAs) within agreed timeframe • Record and monitor IT assets in the ITSM tool, Managing a quality service: Level 1 (Managing and influencing self)

• I plan, organise, and manage my own time to deliver a high quality service.
• I challenge the misuse of resources to achieve value for money. • I identify common problems that affect service, report them, and find solutions.
• I seek information from all stakeholders in different ways in order to truly understand diverse needs and expectations.
• I complete my work tasks and assignments within the specified timeline, meeting my quality and performance standards.
• When required as part of my role, I help stakeholders, students and providers to access relevant information to help them use our services more effectively and comply with regulatory requirements.

Changing and improving: Level 1 (Managing and influencing self)

• I identify, resolve, or escalate the positive and negative effects that change may have on my role and my team.
• I proactively look for ways to do things more effectively and efficiently.
• I consider the accessibility needs of the diverse range of end users.
• I am aware of the OfS’s regulatory activities, performance and where change is needed.

Collaborating and partnering: Level 1 (Managing and influencing self)

• I demonstrate how inclusion and engagement of others achieves better business outcomes, and I promote the benefits of inclusion to others.
• I seek to understand colleagues’ viewpoints and preferences and build supportive relationships.
• I offer support and help to colleagues when in need, considering my own and their wellbeing.
• I proactively contribute to the work of the whole team.
• I remain open to taking on new and different roles in order to support the work of the wider team.
• When required, I am able to identify and share sources of information about individual providers, and groups of providers, students and the sector as a whole.
• I develop a range of contacts across the OfS, and identify opportunities to share knowledge, information, and learning., For information: the OfS does not hold a UK Visa & Immigration (UKVI) Skilled Worker Sponsor Licence., * UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

This position is ideal for individuals with experience in a first line role or those with a background in customer service who have a strong interest and knowledge in Information Technology, particularly in areas like Windows environments, Microsoft 365 environments and networking, who have been studying for an IT qualification.

Essential • An NVQ Level 3 in Information Technology or other relevant professional IT qualification • Experience in delivering high standards of customer service • Able to communicate technical information effectively • Strong problem-solving skills and attention to detail • Windows 10/11 troubleshooting • Excellent communication skills, written and verbal

Desirable • Previous experience using/supporting Active Directory, Office 365, PowerShell, and common IT applications • Knowledge of VPN setup and configuration • Understanding of the Foundation ITIL framework • Previous experience of using an ITSM tool or similar, Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

£29,187 plus generous Civil Service defined benefit pension A Civil Service Pension with an employer contribution of 28.97% GBP, Alongside your salary of £29,187, Office for Students contributes £8,455 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

We are the independent regulator of higher education in England. We aim to ensure that every student, whatever their background, has a fulfilling experience of higher education that enriches their lives and careers. We also care about supporting and developing our staff, working together to achieve more than each of us can do alone. We’re looking for skilled, committed people who care about students and their experience of higher education. Join us and you’ll be part of an energetic, forward-looking organisation with high ambitions and big opportunities for our people., The OfS regulates the higher education sector on behalf of all students. We value diversity and the wealth of perspectives, experience and ideas that it brings to our work, and we strive to embed equality of opportunity in everything we do.