Our Mission

Coventry University Group is a global education group with a mission of creating better futures. Driven by our passion and belief that through education, equity, and innovation our students, people, and communities are empowered to transform their lives and the world around them. Our people are the key to our success and each role within the group plays a key role in shaping the world around us.

This role is based within CU Enterprise Limited, a sister company of Coventry University and part of the Coventry University Group.

The Role

Coventry University Infrastructure Services aims to provide and support a range of information delivery, computing, and telecommunications-based services, which will further the aims and objectives of the University, enhance the educational environment for students and assist staff at all levels in fulfilling their roles and responsibilities.

As a Service Centre Analyst within the Digital Experience Centre (DXC), you will be part of the team delivering high-quality IT support to staff and students across a global environment. Acting as the first point of contact, you will log and manage incidents and service requests, prioritising issues based on impact and urgency, and ensuring users receive timely and effective support wherever they are based.

You will diagnose and resolve a wide range of technical issues, including hardware, software, SaaS applications, connectivity, and access/identity queries, while guiding users towards self-service resources such as knowledge articles where appropriate. Alongside day-to-day support, you will play a key role in enhancing the overall digital experience by ensuring users feel supported and productive, not just processed.

The role also involves identifying trends, highlighting gaps in the user journey, and contributing to continual service improvement by recommending enhancements to tools, processes, and knowledge resources. You will actively gather user feedback and use it to help improve the quality and consistency of IT support across different regions.

This role is Based in Delhi, India.

Our Successful Candidate

You will be educated to A-Level standard (or equivalent) or have relevant experience working within an IT support environment, ideally in a first-line role supporting a diverse and global user base. You will have a solid understanding of common IT systems, including Windows operating systems, Microsoft 365 applications, and cloud-based tools, with a basic awareness of identity management, networking principles, and remote support technologies.

You will have experience using IT service management or ticketing systems to log, track, and update incidents and requests, and be confident managing your workload while collaborating with colleagues to resolve more complex issues or escalate where required.

You will be personable, approachable, and empathetic, with strong communication skills that enable you to support users with varying technical abilities and from different cultural backgrounds. You will be organised, detail-focused, and able to prioritise effectively, ensuring a high standard of service is delivered at all times.

Most importantly, you will adopt a user-focused mindset, recognising that delivering a positive digital experience is as important as resolving the issue itself. You will be proactive in identifying opportunities to improve processes, knowledge resources, and the overall user journey, contributing to continual service improvement across the Digital Experience Centre.

The Benefits

• Employee provident fund scheme
• 20 days annual leaves and 12 days casual/sick leave
• Fixed public holidays
• Medical insurance of 4 lacs for employee, spouse, and children

Our Culture

As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation and are a key focus of our core values. We harness the power and potential of the diverse cultures, backgrounds, abilities, and experiences of our students, colleagues, and partners to create opportunities for all.

Full Job Description & Person Specification

Click here to view the full job description and person specification.