IT Service Desk Officer

Are you enthusiastic about contributing to a forward-thinking higher education institution? Is your passion for student success at the core of your professional drive? At the University of Sunderland in London (UoSiL), we are dedicated to prioritising student experience, customer service, academic quality, value for money, and continuous improvement. And now we have an exciting opportunity to join us as IT Service Desk Officer!

ABOUT US 

The University of Sunderland in London, based at Canary Wharf, boasts a vibrant and diverse community of staff and students. We consider ourselves as an innovative satellite campus and are constantly evolving and have exciting plans for 2026 and beyond!

We are currently piloting a four-day working week which allows our colleagues to work 32 hours over 4 days week with no reduction in pay. The pilot is part of our ongoing efforts to create a positive and inclusive workplace that promotes work-life balance and allows our colleagues to thrive professionally and personally whilst maintaining our commitment to delivering high-quality service to all our students.

In addition, we have moved to a modern campus building, offering a bright and spacious learning and working environment.

ABOUT THE TEAM

We are a small, dedicated, and enthusiastic IT team committed to delivering exceptional support to our staff and students. Our ethos is built on a hands on approach and a willingness to go the extra mile to ensure every user receives responsive, solution-focused assistance. Joining us means becoming part of a professional and supportive team where your contributions will directly enhance the educational experience of our vibrant university community.

ABOUT THE ROLE

As an IT Service Desk Officer, you will be the first point of contact for all technology related queries, providing outstanding customer service and frontline support to staff and students both on-site and remotely. You’ll handle incidents and requests efficiently, ensuring timely resolution and accurate documentation. From troubleshooting hardware and software issues to configuring devices and maintaining systems, your role will be pivotal in enabling our users to make the most of our technology. You’ll also assist with IT inductions, deliver basic cyber skills sessions, and contribute to continuous improvement initiatives within the team.

ABOUT YOU

You will be passionate about delivering exceptional customer service and thrive in a fast-paced environment. With experience in IT support and a strong understanding of Microsoft-based systems, you combine technical expertise with excellent communication skills to engage confidently with users at all levels. You are logical, methodical, and proactive, with the ability to prioritise tasks and solve problems effectively. ITIL knowledge and/or experience in higher education is a bonus. Above all, you’re a team player who values collaboration and is committed to continuous learning and development.

WE OFFER

The opportunity to join a pilot of a pioneering 4-day-week (32 hours over 4 days)Excellent Defined Contribution Pension with additional benefits of life cover and income protectionGenerous annual leave and Christmas closure days on top of Bank HolidaysSeason Ticket LoanAccess to MyLifestyle benefit platform with plentiful of discounts and offersCycle to Work and Electric Car Salary Sacrifice schemesEnhanced maternity and paternity policiesOur commitment to training and developmentOur location in Canary Wharf with easy accessWe are accredited Living Wage Employer

Please note that in order to provide quality support to our students at all times, our professional staff work fully from the office.

If you are ready to seize this exciting opportunity and want to learn more, review the attached Role Profile. To apply, register on our e-recruitment platform and complete the application form.

If you would like to have an informal conversation about the role, please contact Michael Jaskiewicz, IT and Systems Manager via email [email protected]

Closing Date:   Midnight, 01 January 2026

Interviews expected to be held: Week of 19th January 2026

Please note we reserve the right to close the vacancy earlier should we have a sufficient response.

Closing Date: 01 Jan 2026

Team: Professional Support

Salary: £32,911 to £37,282 per annum