IT Service Desk Operator

Norwich Uni; Norwich; On-site; GBP 28,000 - 33,000; Full time

Job summary

A university in the UK seeks an IT Service Desk Operator to deliver exceptional IT support. The role involves troubleshooting technical issues, maintaining accurate records, and enhancing service desk applications. Ideal candidates are strong problem solvers with excellent communication skills, capable of helping others navigate technical challenges in a supportive manner. Competitive salary range from £28,031 to £32,080 per annum.

Qualifications

• Experience in IT support roles, particularly in a service desk environment.
• Ability to communicate technical issues effectively to non-technical users.
• Strong record-keeping skills and attention to detail.

Responsibilities

• Provide first class IT support to academic and professional services.
• Respond to and fix a wide range of IT problems.
• Move computer hardware and prepare it for disposal.
• Enhance the functionality of service desk applications.

Skills

First class IT support

Effective communication

Record keeping

Problem-solving

Tools

TopDesk

Job description

Situated in the historic city centre of Norwich, with an impressive estate that encompasses both historic buildings and brand-new state of the art facilities, the University is a vibrant community that forms the beating heart of the city and region’s arts and cultural worlds.

The IT Service Desk Operator is an integral part of the IT Services team and is key to providing first class support to all our academic and professional services colleagues. Working closely with the Service Desk Administrator and the IT Technicians, you will have the technical knowledge, skills and ability to respond to and fix a wide range of typical IT problems. Problems that, to you, are simple fixes, but to the person having issues these will be very stressful and likely spoil their day, so your ability to communicate and offer reassurance to the end user, while efficiently fixing the problem is paramount.

Your experience will let you know when to escalate problems to the 2nd and 3rd line technicians. In addition, you will have excellent and accurate record keeping, ensuring that all Service Desk tickets are fully completed, and asset information is kept up to date as changes occur. This role also involves moving computer hardware around our various city centre buildings and prepare hardware for secure disposal.

Our service desk application, TopDesk, is used by IT Services and several other departments for their ticketing. Your knowledge and experience of service desk applications will help us enhance its functionality and improve user experience.

This is an exciting role which offers the opportunity to develop our best-in-class IT service and guide members of the University community through a range of technical problems. If you are a great problem-solver with the ability to develop great working relationships and maintain accurate records, we would love to hear from you.

Salary: from £28,031 to £32,080 per annum

Closing Date: 11/01/2026 5:00 pm

Interview Date: 22/01/2026

Both your Application and EDI form should be emailed [e-mail] quoting ‘A1175’ in the subject line.

Please note that we can only accept forms in either PDF or DOC format.