IT Services has undertaken a major improvement to the way that we provide IT support to staff and students at the University of Oxford. Through the Service Desk Consolidation Project we introduced new support processes that are based on ITIL guidance, consistent across the department, and underpinned by a single IT service management system. The post holder reports to the Head of Service Desk and performs a number of key activities including second line support, business analysis and a small amount of first line support. The role also provides expert support to OSM users as well as resolving any previously unidentified issues with a focus on ensuring that maximum business benefit is derived from the Service Management tool, through improvements to reporting, self-service or automation.