Campus Endpoint IT Support Analyst

Academia Group; Cardiff; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Gym membership contribution

Health Cash Plan

Increased annual leave with length of;

Free annual leave on your birthday

Length of service bonus

Free Will Writing service

Job summary

Academia Group is seeking an on-site Endpoint Service Desk Analyst on a campus in Cardiff. You will be the first point of contact for students, staff and stakeholders, delivering friendly, professional and timely IT support.

You’ll manage incidents and service requests through Freshservice, resolving common Windows, Microsoft 365, account and device issues, while escalating complex problems to specialists as needed.

Qualifications

• Experience in IT Service Desk or similar technical support role.
• Strong knowledge of Windows 10/11 and Microsoft 365, with troubleshooting experience.
• Proficient using ITSM/service desk platforms to log, prioritise and manage tickets.

Responsibilities

• Provide first-line IT support to students, staff and stakeholders.
• Log, triage and resolve incidents and requests or escalate as needed.
• Take ownership of tickets from start to finish and communicate with users.
• Assist with device setup, onboarding and endpoint security compliance.

Skills

IT Service Desk

Windows 10/11

Microsoft 365

ITSM platforms

Entra ID & MFA

Troubleshooting

Customer service

Teamwork

Prioritisation

Tools

Freshservice

Job description

Academia Group is seeking an on-site Endpoint Service Desk Analyst on a campus in Cardiff. You will be the first point of contact for students, staff and stakeholders, delivering friendly, professional and timely IT support.

You’ll manage incidents and service requests through Freshservice, resolving common Windows, Microsoft 365, account and device issues, while escalating complex problems to specialists as needed.