UHI is the United Kingdom’s leading integrated university encompassing both further and higher education. Based in the Highlands and Islands of Scotland, our distinctive partnership of 12 independent colleges and research institutions is locally based and rooted in communities, but with national and international reach, as part of a regional university structure.

To support our work we are recruiting to the following role:

Service Desk Analyst (Internal Applications)

Please noteThis role is currently only available to internal applicants.
Salary range £20,883 - £22,157 pa pro rata
Working hoursFull-time
Closing Date26 November 2023

IT and Digital Infrastructure

IT and digital Infrastructure (ITDI) provides central services for most of the IT systems used to support the University.  It comprises of almost 50 members of staff covering a wide range of skills and disciplines.  The Service Desk Analyst will work as a member of a small team in ITDI providing first-line support and service to the University Executive Office and to the wider Academic Partnership. 


Service Desk Analyst

As a Service Desk Analyst, you will play a vital role in delivering excellent IT support across the University of the Highlands and Islands partnership. Working within the ITDI department, your core focus will be on logging, tracking, and resolving all incidents, problems, and changes raised with the central Service Desk. You will be responsible for monitoring the Service Desk System, updating incidents in real-time to meet SLAs. When complex issues arise, you will need to escalate promptly to management.

Liaising with third party providers to manage faults will also be critical.

Strong communication skills are essential, as you will need to keep users regularly informed of progress via email, phone, chat or in person.

Your role will also involve conducting swift triage of issues, accurately logging technical details, checking the knowledge base for solutions, prioritizing, and assigning calls based on impact, quality checking work, and performing administrative tasks to support operations.

Service desk experience and technical expertise is desirable to resolve issues quickly and deliver an excellent user experience in what can be a fast-paced role. Training and Support will be available for all systems and services. We welcome candidates with a strong customer service commitment.


Applications for this post are currently restricted to existing executive office and academic partner employees only.

Interviews will be held via video-conferencing on a date to be agreed..

If you have any queries about the application process please contact the HR Office at HR@uhi.ac.uk.