> Markdown version of [/jobs/ext/346475-it-helpdesk-analyst](https://www.wearedevelopers.com/jobs/ext/346475-it-helpdesk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk Analyst - **Company:** University of Exeter - **Location:** Exeter, UK - **Salary:** £30,628.0 - **Contract:** Temporary contract - **Skills:** Computer Literacy, Electronic Mailing, Web Portals, System Center Configuration Manager, Web Services, Microsoft InTune, Computer Equipment, Information Technology, Network Server - **Published:** June 17, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=d575038af748ebe5 ## About the Role Do you have experience in Web services?, * 5 GCSEs or experience in a similar role. * Equivalent vocational qualifications. * ITIL Foundation. Knowledge and Skills * Understanding of IT infrastructure, including networks, servers, operating systems, and web services. * Knowledge of electronic mail systems and PC desktop support. * Working knowledge of diagnostic utilities, including SCCM and Intune. * Well-developed analytical and problem-solving skills. * Ability to explain complex issues in non-technical terms. * Excellent customer care and communication skills. * Fast, accurate keyboard skills and computer literacy. Prior Experience * Experience in coping in a pressured support environment. * Customer service experience in a similar environment. * Ability to use a wide range of computer hardware and software. Behaviours Characteristics * Keen interest in IT and an aptitude for learning and improving skill sets. * Enthusiastic, reliable, and customer-focused attitude. * Confidence to work under pressure and make quick decisions. * Flexible and adaptable approach to work. * Commitment to a service ethos and understanding the need for confidentiality. * Ability to work at a consistently high standard in a constantly changing environment. ## Description IT Helpdesk Analyst We have a full-time fixed term opportunity, available for 6 months, with the possibility of being extended subject to future funding which is available immediately until 24th December 2026. Applications for secondments will be considered subject to agreement from your current line manager. The starting salary will be from £30,628 on Grade D, depending on knowledge, skills and experience. This role offers the opportunity for hybrid working - some time on campus and some from home. As an IT Helpdesk Analyst, you will be responsible for providing frontline technical support to enable University of Exeter users to accomplish their business tasks. You will play a crucial role in receiving, prioritising, documenting, and resolving end-user support requests, escalating incidents when necessary, to meet SLA expectations. This role requires excellent communication and customer service skills, as support will be provided via email and telephone., * Provide first contact support for incoming requests via web portal, email, and chat. * Build rapport and elicit problem details from service desk customers. * Prioritize incidents and service requests according to defined processes to meet SLAs. * Escalate incidents with accurate documentation to suitable technicians when required * Collaborate with Operations and Security Team, escalating calls as necessary. * Record, track, and document the incident-solving process in the Enterprise Service Desk system. * Use remote tools and diagnostic utilities for troubleshooting. * Research solutions through internal and external knowledge base. * Perform preventative maintenance and test fixes to ensure incident resolution. * Develop help sheets and FAQ lists for customers. * Contribute to the technician knowledge base and suggest continual service improvements. * Be flexible with working hours to provide coverage when required., If you're considering applying and need support to do so, please get in touch with us at hrhelpdesk@exeter.ac.uk. You can request reasonable adjustments within your application or by contacting us. You can also choose to be considered under our Disability Confident Scheme and find out here how this is managed during our recruitment and onboarding process. Please be advised that due to the minimum salary thresholds imposed by the UKVI, this post will not qualify for university sponsorship under the Skilled Worker visa route. If you are a migrant worker, you will need to ensure you have a visa which permits the right to work in the UK. Further details can be found on the Home Office website - https://www.gov.uk/browse/visas-immigration/work-visas. If you are an existing Skilled Worker visa holder, we may be able to sponsor and will review the transitional arrangements - https://www.gov.uk/skilled-worker-visa/certificate-of-sponsorship-before-4-april-2024. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Kubernetes Security - Challenge and Opportunity](https://www.wearedevelopers.com/videos/412-kubernetes-security-challenge-and-opportunity) - [From clicks to cribs - How to find your dream home with web scraping](https://www.wearedevelopers.com/videos/767-from-clicks-to-cribs-how-to-find-your-dream-home-with-web-scraping) - [Developer Time Is Valuable - Use the Right Tools - Kilian Valkhof](https://www.wearedevelopers.com/videos/1792-developer-time-is-valuable-use-the-right-tools-kilian-valkhof) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [tRPC: API schemas are pure overhead](https://www.wearedevelopers.com/videos/796-trpc-api-schemas-are-pure-overhead) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume)