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IT Service Desk Support Officer

University of Sunderland in London - Student Administration & Systems

Location:  University of Sunderland in London
Salary:  £26,797 to £31,083 per annum
Hours per Week:  37
Closing Date:  Tuesday 07 December 2021
Interview Date:  To be confirmed
Reference:  USL413
Further details:    Job Description    

Canary Wharf, London 

Are you ready to place the student at the heart of all that you do? Would you like to work in an institution where values of student experience, customer service, academic quality, value for money and continuous improvement are at the forefront of how we make our decisions? If your answer is ‘yes’, we have a great opportunity for you to experience it all for yourself by joining our IT team!  

We are looking for an IT Service Desk Support Officer to join our IT Team. The IT team sits within the Student Administration and Systems department and is paramount to the success of our institution. They provide true value and support to our students and staff from the simple ‘I need help with printing’ to ensuring we have the appropriate IT infrastructure, systems or software as required.   

As an IT Service Desk Support Officer you will deliver a professional and customer focused front line IT Service Desk service to all technology users who are on site or working and studying remotely, enabling them to make effective use of the provided technologies in support of their work and study. An important part of your role will be to effectively use the Service Desk system to record, update and monitor any requests and incidents and to communicate with your customers. You will be an integral part of the team working together to provide us with excellent IT service, while getting exposure to a wider spectrum of our IT provision.   

With our community of staff and students growing steadily, this is a very busy role but we can guarantee that it will be a rewarding journey, as you will see first-hand how your work improves experience of our staff and students.  

To be successful in this role, you will need previous experience of working in a busy IT support or customer facing role and first class customer service skills. It is essential that you are methodical and accurate and can demonstrate practical troubleshooting skills. You will also need to have excellent communication skills, be truly passionate about delivery of an exceptional and professional customer service, as well as enjoy working in a diverse and demanding environment.  

We offer you a unique opportunity to work with friendly and dedicated people and to have a real invaluable impact upon our students’ learning experience and upon our success. We also offer you our commitment to training and development, a generous annual leave provision, season ticket loan and our location in Canary Wharf with many transport links for easy access.   

If you are interested, up for the challenge and want to know more, please see the attached job and person specification.  To apply, register with our e-recruitment system and complete an application form.  

For an informal conversation about the role, please contact W. Wouter Bouwer, Assistant Head of Student Administration and Systems (IT & Systems) via email at

 Closing Date: Midnight, Tuesday 07 December 2021. 

 Interviews: TBC

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