Service Desk Analyst

Cardiff Metropolitan University is looking for an enthusiastic and customer-focused Service Desk Analyst to join our Digital Services team on an eight month fixed-term basis to provide cover for shared parental leave.

This is an excellent opportunity to gain experience within a busy IT Service Desk, supporting both staff and students across the University.

You will play a key role in delivering a high-quality IT support service, acting as the first point of contact for technical queries and helping to ensure a smooth and effective digital experience for our users

You’ll lead the way by

• Delivering exceptional first-line support, resolving technical issues efficiently and professionally across devices, systems, and applications.
• Driving consistency across the service desk, ensuring accurate logging, knowledge sharing, and high-quality responses.
• Using your technical skills to empower users, offering clear guidance on effective and secure ways of working.
• Identifying and escalating issues proactively, helping maintain service stability and continuous improvement.
• Collaborating across teams and suppliers, ensuring seamless support and helping improve the wider Digital Services offering.

What you’ll bring

We are looking for a motivated and customer-focused individual with strong technical ability and excellent communication skills. You will be confident explaining technical issues clearly to non-technical users, adapting your approach to suit a wide range of audiences, and demonstrating empathy and patience in a busy support environment. Alongside experience in troubleshooting IT issues, you will bring a collaborative mindset, strong organisational skills, and a commitment to delivering a high-quality, professional IT service.

Why join Cardiff Metropolitan University?

We are a values-based University. We are proud of our culture, and we are there for our people. Our community spirit is the golden thread that underpins our values and behaviours. We support and embrace inclusion that enables everyone to feel respected and able to perform at their best. By joining our University, you'll find yourself in a unique environment where a wealth of knowledge and resources are readily available, supporting you with your career development.

We offer excellent benefits such as:

• Annual leave of 25 days Annual leave of 25 days, rising to 30 days after 1 years’ service, plus 12 bank holiday / concessionary days (pro rata if part time)
• Membership of the Local Government Pension Scheme with generous monthly contributions.
• Excellent family friendly policies – take a look on our Policy Hub page.
• Opportunities to learn and develop your skills with access to library and digital services facilities.
• Excellent sports and fitness facilities with subsidised membership.
• Free family access to our independent specialist wellbeing support provider, Health Assured.

For more information about the role please contact Ian Williams on ***email_hidden*** , or feel free to contact Name, the Recruitment Advisor supporting this vacancy on email address.

All applications must be submitted online.

The person specification will be used as a tool for shortlisting; so please make sure you use this information when writing your application. You can find useful hints and tips about how to apply by visiting our Application Guidance page.

Further details

Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.

Should a high volume of applications be received, we may need to close this vacancy early. We therefore encourage you to apply as early as possible.

Cardiff Metropolitan University is proud to be a Disability Confident employer and a signatory of the Armed Forces Covenant.

All applicants with disabilities, or those who are part of the Armed Forces community who during the shortlisting process meet the essential criteria for the role will be progressed to the next stage.

The University is committed to creating a highly inclusive culture. We offer family friendly and flexible working arrangements and a range of staff networks, forums and events to support and develop our people. We warmly welcome applications from those traditionally underrepresented in the higher education sector.

Why Work Here?

We invite you to join our collaborative community!

Dating back to 1865, we remain rooted in Wales with a global reach, offering you a world of opportunity. Our education, research and innovation deliver positive impact for equality, social inclusion and environmental sustainability, locally, nationally and internationally.

Are you ready to contribute to something remarkable?

Join us in helping us to progress and deliver real change.

Job Details

School/Unit

Digital & Library Services

Location

Llandaff Campus

Salary

£28,031 to £28,778 per annum pro rata

Fixed term until 01/04/2027

Post Type

Full Time

Closing Date

Friday 26 June 2026

Reference

2526494