De Montfort University
Service Desk Analyst
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Service Desk Analyst
Requisition ID: 534 Job Location: Gateway House, De Montfort University Employment Type: Full-time Hours: 37.00 per week Salary Range: £26,707.00 to £31,236.00 GBP Application Closing Date: 12/07/2026
About the Role
De Montfort University (DMU) is an ambitious, globally minded institution known for its focus on quality teaching, student experience, and innovation within a multicultural, supportive environment.
This opportunity is within the Digital & Technology Services (D&T) Directorate, which provides first-line IT support to both staff and students. The successful candidate will join a collaborative team committed to delivering exceptional service.
Key Purpose
A professional Service Desk Analyst is required to provide customer-focused IT support by resolving technical queries, maintaining high service standards, and ensuring the university’s digital systems function efficiently for all users.
Main Duties and Responsibilities
- Act as the first point of contact for students and staff requiring IT support via telephone, email, or face-to-face interactions.
- Resolve queries in a timely manner—adhering to agreed Service Level Agreements (SLAs)—or escalate issues to senior technicians as needed.
- Offer professional, respectful, and empowering IT assistance while ensuring user satisfaction through clear communication.
- Demonstrate adaptability in handling diverse support requests with a proactive, solutions-focused approach.
- Work collaboratively with colleagues to maintain a supportive, inclusive, and innovative working culture.
- Other relevant duties as may be assigned.
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Requirements
Experience & Qualifications
- Proven working experience in a customer-facing IT service desk/support role.
- Hands-on knowledge of troubleshooting telephony and general IT systems (e.g., software, hardware, user accounts).
- Excellent communication skills (written and verbal) to effectively interact with users from all levels of the university.
- Strong time management and organisational abilities to prioritise tasks efficiently.
Personal Attributes
- Customer Service Orientation – Focused on delivering a positive user experience.
- Problem-Solving – Committed to finding practical, effective solutions quickly.
- Team Player – Willing to engage collaboratively with staff in other departments.
- Attention to Detail – Ability to follow procedures while maintaining accuracy.
- Empathy & Resilience – Maintaining a compassionate approach under pressure.
Performance Support
You will thrive in DMU’s supportive, orientation & training programme, including opportunities to: ✔ Develop skills via ongoing professional development. ✔ Upskill through specialised IT training. ✔ Engage in a dynamic team environment with shared values of inclusivity and innovation.
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Benefits Package
- Leave Entitlement – 22 days annual leave plus bank holidays.
- Employee Discounts – Local and national offers on shopping, travel, and leisure.
- Wellbeing Support – Access to mental health and wellbeing services.
- Pension Scheme – Contribution to the local government pension scheme.
- Campus Culture – Work in a vibrant setting that prides itself on creativity, diversity, and sustainability.
How to Apply
If you are passionate about customer service and enthusiastic about supporting students and staff in a frontline IT environment, we’d love to hear from you. Apply now to begin your career journey at DMU.
For further details please refer to the full Job Description and Person Specification.
Contact: Manpreet Dhillon – Manpreet.dhillon@dmu.ac.uk
Desired Competencies
- Technical Support
- Troubleshooting
- Communication & Listening
- Problem-Solving & Analysis
- Decision-Making
- IT Proficiency
- Teamwork
- Time Management & Flexibility
- Resilience & Collaborative Mindset
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