Frontline IT Support Specialist (1st/2nd Line)

Cardinal Newman College; Preston; On-site; GBP 31,000 - 32,000; Full time

Benefits offered by this job

Generous Pension schemes

Free on-site gym

Professional development

Cycle to Work Scheme

Techscheme

Job summary

Cardinal Newman College is seeking a Service Desk Analyst to deliver 1st and 2nd line IT support across the college and partner sites. You will manage incidents from detection to resolution, balancing remote and in-person assistance as needed.

The role requires solid end-user tech experience, strong communication, and a methodical problem-solving approach. A positive outlook on learning and teamwork is essential.

Qualifications

• Experience delivering first and second-line IT support to diverse user groups.
• Knowledge of Microsoft technologies and end-user devices is essential.
• Familiarity with IT service management processes is advantageous.

Responsibilities

• Provide first and second-line technical support across Cardinal Newman College and Lancaster University School of Mathematics.
• Own incidents from initial contact to resolution, communicating status clearly.
• Support remotely when possible and in person when issues are physical or in teaching spaces.
• Escalate to specialist teams using the ITSM process with ownership and handover.

Skills

End-user support

Microsoft technologies

IT Service Management

Endpoint management

Job description

Cardinal Newman College is seeking a Service Desk Analyst to deliver 1st and 2nd line IT support across the college and partner sites. You will manage incidents from detection to resolution, balancing remote and in-person assistance as needed.

The role requires solid end-user tech experience, strong communication, and a methodical problem-solving approach. A positive outlook on learning and teamwork is essential.