IT Service Desk Analyst (1st/2nd Line) – Golden Hello

Catholic Recruitment; Yeovil; On-site; GBP 31,000 - 32,000; Full time

Benefits offered by this job

Golden hello up to 10% of annual pay

Job summary

Cardinal Newman College is seeking a Service Desk Analyst to provide 1st and 2nd line IT support across the college and partner institutions. You will handle incidents end-to-end, delivering responsive customer-focused service both remotely and in person.

The role requires experience with end-user tech, knowledge of Microsoft technologies and IT Service Management, and a proactive problem-solving approach. Commitment to the Catholic ethos and safeguarding is also expected.

Qualifications

• Experience supporting end-user technology is essential.
• Knowledge of Microsoft technologies, endpoint management and IT Service Management is advantageous.
• Familiarity with classroom technology and education environments is beneficial.
• Reliability, organisation, initiative, teamwork and a commitment to learning are important.

Responsibilities

• Provide 1st and 2nd line IT support across Cardinal Newman College and Lancaster University School of Mathematics.
• Own incidents from initial contact through diagnosis to resolution.
• Provide remote and in-person support as needed.
• Escalate complex issues through IT Service Management with proper handover and communication.
• Support end-user devices, classroom/AV tech, printing, accounts, and productivity applications.

Skills

End-user support

Microsoft technologies

IT Service Management

Customer focus

Problem solving

Tools

Endpoint management

Job description

Cardinal Newman College is seeking a Service Desk Analyst to provide 1st and 2nd line IT support across the college and partner institutions. You will handle incidents end-to-end, delivering responsive customer-focused service both remotely and in person.

The role requires experience with end-user tech, knowledge of Microsoft technologies and IT Service Management, and a proactive problem-solving approach. Commitment to the Catholic ethos and safeguarding is also expected.