Campus IT Service Desk Analyst - First-Line Support

Academia Ltd; Cardiff; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Gym membership

Health plan

Additional annual leave

Birthday leave

Service bonus

Will writing service

Job summary

Academia Ltd on a university campus in Cardiff is seeking an Onsite Endpoint Service Desk Analyst to join the Technical Services team. You will be the first point of contact for students and staff, handling Windows 10/11 and Microsoft 365 issues, logging requests in Freshservice, and escalating complex problems to specialists as needed.

You will balance strong customer service with accurate ticket management, documentation and timely resolution, while supporting onboarding and endpoint security

Qualifications

• Previous experience in IT Service Desk, IT Support or a similar technical support role.
• Strong knowledge of Windows 10/11 and Microsoft 365, with experience troubleshooting desktop, account, application, access, network and printing issues.
• Confident using ITSM/service desk platforms to log, prioritise and manage tickets through to resolution.
• Good understanding of Microsoft Entra ID, MFA, endpoint management, incident and request management.
• Excellent troubleshooting and problem-solving skills, with the ability to follow procedures and escalate appropriately.
• Strong customer service and communication skills, with a professional and user-focused approach.
• Highly organised, with strong attention to detail and the ability to manage competing priorities in a busy support environment.
• Team-oriented and adaptable, with a willingness to learn and contribute to continuous improvement.

Responsibilities

• Provide first-line IT support to students, staff and stakeholders.
• Log, triage and resolve incidents and service requests or escalate as needed.
• Assist with device setup, onboarding and endpoint security.
• Maintain clear documentation and contribute to knowledge sharing and service improvements.
• Ensure service levels are met and support quality remains high.

Skills

IT Service Desk

Windows 10/11

Microsoft 365

ITSM platforms

Entra ID MFA

Endpoint management

Troubleshooting

Customer service

Teamwork

Tools

Freshservice

Job description

Academia Ltd on a university campus in Cardiff is seeking an Onsite Endpoint Service Desk Analyst to join the Technical Services team. You will be the first point of contact for students and staff, handling Windows 10/11 and Microsoft 365 issues, logging requests in Freshservice, and escalating complex problems to specialists as needed.

You will balance strong customer service with accurate ticket management, documentation and timely resolution, while supporting onboarding and endpoint security