IT Service Desk Analyst — First‑Line Support & ITIL Growth

Colonial Group; West of England; Hybrid; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Flexible work pattern

31 days annual leave

Wellbeing benefits

Home office stipend

Job summary

Jisc is seeking an IT Service Desk Analyst to provide first-line support, diagnose incidents, and manage service requests. You will handle IT and video-conferencing equipment, and contribute to the ITIL lifecycle while delivering excellent customer service to staff and visitors.

Join a collaborative Workplace IT team focused on reliable tech services, knowledge sharing, and continuous improvement, with flexible working options and opportunities for training and career growth.

Qualifications

• Experience in customer-facing environments.
• Understanding of end-user devices and operating systems.
• ITIL-aligned service delivery experience.

Responsibilities

• Provide first-line IT support across IT Service Management platform.
• Diagnose and triage incidents and service requests.
• Support installation, configuration and maintenance of IT and video-conferencing equipment.
• Create and maintain knowledge base and contribute to continuous improvement.

Skills

Customer service

End-user devices

ITIL

ITSM

Communication

Troubleshooting

Remote support

Video conferencing

Education

Azure Fundamentals AZ900

MD102

Core technologies certification

Tools

ITSM platform

Video conferencing software

Remote support tools

Job description

Jisc is seeking an IT Service Desk Analyst to provide first-line support, diagnose incidents, and manage service requests. You will handle IT and video-conferencing equipment, and contribute to the ITIL lifecycle while delivering excellent customer service to staff and visitors.

Join a collaborative Workplace IT team focused on reliable tech services, knowledge sharing, and continuous improvement, with flexible working options and opportunities for training and career growth.