Campus IT Support Analyst – First-Line Tech (Cardiff)

Academia the Technology Group; Cardiff; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Gymmembershipcontribution

HealthCash Plan

Increasedannualleave withlengthofservi

Free annual leave on your birthday

Length of service bonus

Free Will Writing service

Job summary

Academia the Technology Group operates on a university campus in Cardiff, delivering frontline IT support to students and staff. The role focuses on first-contact resolution and service desk excellence within a managed university environment.

As an Endpoint Service Desk Analyst, you will log and triage requests through Freshservice, troubleshoot Windows 10/11 and Microsoft 365 issues, and escalate complex tickets while maintaining user-focused service levels.

Qualifications

• Experience in IT service desk or similar technical support role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Experience using ITSM platforms to log and manage tickets.
• Knowledge of Microsoft Entra ID and MFA.
• Excellent troubleshooting and customer-focused communication.

Responsibilities

• Provide first-line IT support to students, staff and stakeholders.
• Log, triage and resolve incidents or escalate when needed.
• Support device setup, onboarding and endpoint security.
• Collaborate with IT teams to improve service quality and documentation.

Skills

IT service desk

Windows 10/11

Microsoft 365

ITSM platforms

Ent ra ID & MFA

Customer service

Documentation skills

Teamwork

Tools

Freshservice

Job description

Academia the Technology Group operates on a university campus in Cardiff, delivering frontline IT support to students and staff. The role focuses on first-contact resolution and service desk excellence within a managed university environment.

As an Endpoint Service Desk Analyst, you will log and triage requests through Freshservice, troubleshoot Windows 10/11 and Microsoft 365 issues, and escalate complex tickets while maintaining user-focused service levels.