Service Desk Analyst

Role overview

Cardiff Metropolitan University is looking for an enthusiastic, customer-focused Service Desk Analyst to join its Digital Services team on a fixed-term basis for eight months, covering a shared parental leave absence. This is a strong opportunity to gain experience in a busy IT Service Desk while supporting staff and students across the University.

The role is central to delivering high-quality IT support, acting as the first point of contact for technical queries and helping ensure a smooth and effective digital experience for users.

Key duties

• Provide outstanding front-line support by resolving technical issues efficiently and professionally across devices, systems and applications.
• Maintain consistency across the service desk through accurate logging, effective knowledge sharing and high-quality responses.
• Use technical expertise to help users work safely and effectively by giving clear guidance.
• Spot and escalate issues proactively to support service stability and continuous improvement.
• Work closely with internal teams and suppliers to deliver seamless support and strengthen the wider Digital Services offering.

What the university is looking for

The ideal candidate will be a motivated, customer-oriented person with strong technical ability and excellent communication skills. You should be confident explaining technical issues to non-technical users, able to adapt your approach for different audiences, and able to show empathy and patience in a busy support environment. Alongside IT troubleshooting experience, you will bring a collaborative mindset, strong organisational skills, and a commitment to delivering professional, high-quality IT service.

Why join Cardiff Metropolitan University?

The University is values-led, proud of its culture and committed to supporting its staff. A strong sense of community underpins its values and behaviours. Inclusion is actively supported so that everyone feels respected and able to perform at their best. By joining, you will work in an environment with access to a wide range of knowledge and resources to support your career development.

Benefits

• 25 days of annual leave, rising to 30 days after one year of service, plus 12 bank holiday/concession days, pro rata for part-time staff.
• Membership of the Local Government Pension Scheme with generous monthly contributions.
• Strong family-friendly policies.
• Opportunities to learn and develop skills with access to library facilities and digital services.
• Excellent sports and fitness facilities with subsidised membership.
• Free access for families to an independent specialist wellbeing provider, Health Assured.

Additional information

For further details about the role, contact Ian Williams at IRWilliams@cardiffmet.ac.uk.

All applications must be submitted online.

The person specification will be used to shortlist candidates, so applicants should use it when preparing their application. Helpful guidance and tips for applying are available on the University’s application guidance page.

Closing date: 26 Jun 2026.

School/Unit: Professional and Support.

Salary: £28,031 to £28,778 per year, pro rata.

This is a fixed-term position until 01/04/2027.