Campus IT Service Desk Analyst (Onsite)

Academia Ltd t/a Smartdesc; Cardiff; On-site; GBP 27,000 - 36,000; 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

And more!

Job summary

Academia Ltd t/a Smartdesc on a university campus in Cardiff is seeking an onsite Endpoint Service Desk Analyst to directly support students, staff and stakeholders within a managed service across campus.

You will log and triage incidents, resolve routine IT issues, manage tickets through Freshservice, and escalate complex problems to specialist teams while maintaining service levels and delivering a friendly, professional user experience.

Qualifications

• Experience in IT Service Desk or IT support roles.
• Strong knowledge of Windows 10/11 and Microsoft 365 with troubleshooting experience.
• Experience using ITSM platforms to log, prioritise and manage tickets.
• Knowledge of Microsoft Entra ID and MFA.
• Excellent problem-solving and customer service skills.

Responsibilities

• Provide first-line technical support to students, staff and stakeholders.
• Log, triage, resolve or escalate incidents and requests.
• Log and manage tickets through Freshservice from start to finish.
• Support device setup, onboarding, endpoint security and compliance.
• Collaborate with IT teams and stakeholders to maintain a positive user experience.

Skills

IT Service Desk

Windows 10/11

Microsoft 365

ITSM platforms

Microsoft Entra ID

MFA

Endpoint management

Troubleshooting

Customer service

Communication

Teamwork

Tools

Freshservice

Job description

Academia Ltd t/a Smartdesc on a university campus in Cardiff is seeking an onsite Endpoint Service Desk Analyst to directly support students, staff and stakeholders within a managed service across campus.

You will log and triage incidents, resolve routine IT issues, manage tickets through Freshservice, and escalate complex problems to specialist teams while maintaining service levels and delivering a friendly, professional user experience.