University Information Services (UIS), University of Cambridge

The University Information Services (UIS) provides the University of Cambridge, its colleges, and associated institutions with a wide and constantly evolving range of IT services supporting administration, research, and teaching. The Infrastructure Division of UIS comprises approximately 100 staff and is responsible for delivering and supporting production services across the collegiate University. Join us on our journey within UIS.

About the role

We are seeking a Desktop Service Analyst to join our Desktop and Systems Support team. The role will be predominantly based at the Department of Veterinary Medicine, which includes the Queen's Veterinary School Hospital, providing dedicated, high-quality IT support in a diverse and dynamic environment.

This is a full-time, primarily on-site role, with the option to work from home one day per week.

You will act as a key point of contact for technical queries, delivering both 1st and 2nd line support across a range of IT systems and services. The role offers exposure to a broad variety of environments such as administration, research and clinical, requiring strong problem-solving skills and technical versatility.

This post is fixed-term for 2-years in the first instance.

Key responsibilities

Deliver first, second and, at times, third-line support both on-site and remotely
Diagnose, prioritise, and resolve incidents and service requests in line with agreed procedures
Act as a primary contact for users via multiple support channels (in person, ITSM tickets, phone, Teams, etc.)
Escalate unresolved issues and support service recovery
Investigate root causes of incidents and contribute to service improvement
Support a wide range of UIS services in a complex, varied IT environment

Skills, qualifications and experience

Good education to HND or degree level in a relevant subject, or equivalent experience
Demonstrable experience in at least two of the following:
Microsoft Windows operating systems and applications
Apple macOS / iOS
Microsoft Intune
Microsoft Entra / Azure
Microsoft 365
Networking fundamentals
Strong troubleshooting skills, particularly in client-server environments
Excellent communication and customer service skills
Experience of working on and running IT projects up to 10k
Self-motivated, adaptable, and able to work both independently and as part of a team

Working arrangements

Full-time position
Based primarily on-site at the Department of Veterinary Medicine
Hybrid working available (up to one day per week from home)

Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure (criminal records check) check and a security check.

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department.

To apply online for this vacancy and to view further information about the role, please click the 'Apply button above.

Whilst we may use AI tools as part of our job roles, we want to hear from you in your application. We strongly discourage the use of artificial intelligence, automated tools, or other third-party assistance to generate, draft, or significantly modify your application.

Your CV, along with a covering letter, should clearly set out how you meet the criteria listed in the person specification (the skills and experience required for the role) including relevant examples. Candidates will be shortlisted based upon these criteria.

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.

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