Junior Service Desk Analyst

EF Education First Gruppe; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global education organization in Greater London seeks a Junior Service Desk Analyst. This role involves providing first-line technical support to students, faculty, and staff at an international business school. As the initial contact for tech issues, you will troubleshoot a variety of devices and software, ensuring efficient operations. Ideal candidates are passionate about technology and able to communicate complex issues simply, enhancing the overall educational experience for the community.

Benefits

Opportunity for personal development

Innovative work environment

Qualifications

• 1-3 years in a service desk or desktop support role is preferred.
• Hands-on knowledge of Windows, macOS, Chromebook, and mobile operating systems.
• Clear communication and interpersonal skills are essential.

Responsibilities

• Provide first-line technical support for students, staff, and faculty.
• Triage, resolve, or escape incidents to Global technology teams.
• Install, configure, and support end-user devices.

Skills

Customer service

Technical troubleshooting

Communication skills

Team player

Education

Diploma or Bachelor’s degree in IT related field

Tools

Salesforce ServiceCloud

Office 365

Job description

Are you the kind of person who loves solving everyday tech puzzles and helping people get the most from their devices? We are looking for a Junior Service Desk Analyst to be the friendly first point of contact technology support at Hult International Business School’s London Undergraduate campus.

You will join an international support team and provide front‑line assistance to a campus community of 800 plus students, faculty, and staff.

The ideal candidate will bring a winning combination of knowledge and passion for technology, software, and exemplary customer service. You will have a solid technical foundation and the ability to translate complex tech issues into user-friendly support. You will play a key role in triaging and resolving technology-related issues, ensuring that day‑to‑day support is delivered effectively and with empathy. You will collaborate closely with the wider IT team and vendors to resolve issues promptly and keep our community running smoothly. We’d also like to see an interest in how emerging technologies like AI are shaping both IT support and learning environments.

The role reports to the London Campus Technology Manager with support from the Global IT Service Manager.

This opportunity represents a unique chance to work for a global business school while enjoying the atmosphere of a small team in an environment that thrives on innovation and collaboration. It also offers the chance to influence standards and procedures while breaking down technical barriers for the wider London campus community. We actively encourage process improvement, automation, and personal development as part of the role. Ultimately, it’s a meaningful way to support others and directly contribute to an exceptional student experience.

Primary Roles & Responsibilities

• Provide first‑line (1st Tier) technical support for students, staff, and faculty, logging all work in our service management platform (Salesforce ServiceCloud).
• Triage, resolve, or escape incidents and service requests to Global technology teams or our external AV/infrastructure vendor in line with defined SLAs.
• Support campus learning‑space technology at an operational level (e.g., routine projector checks and basic troubleshooting). Escalation support for complex AV faults and infrastructure issues will be provided through a local partner.
• Install, configure, and support end‑user devices (Windows, macOS, iOS, Android, printers, peripherals).
• Supporting core software solutions (Canvas, Salesforce, Office 365, Dialpad, and more).
• Create and maintain knowledge‑base articles, FAQs, and how‑to documents to encourage self‑service.
• Be visible, flexible, and accountable while providing excellent customer service.
• Be available to work on weekends or in an on‑call rota during peak academic periods.
• Promote digital literacy by delivering short orientations and ad‑hoc training sessions for faculty, students, and staff.
• Interest in staying current with technology trends, including the impact of AI, and a willingness to grow technical knowledge over time.
• Track loaner equipment and coordinate warranty repairs with suppliers.

Values & Skills

• You believe in a global education and embrace cultural diversity in your school.
• Insist on the highest service standards in order to provide students with a transformational business education.
• Your key stakeholders trust and respect you.
• You are a team player and can work cross‑functionally and collaboratively.
• You are results‑driven and hands‑on. You believe nothing is impossible with the right attitude and a little entrepreneurial spirit.
• You thrive under pressure and enjoy a fast‑paced work environment.
• You embrace a “customer first” mindset and communicate technical information in plain language.
• You are flexible to work on weekends as needed.

Candidate Profile

• Diploma or Bachelor’s degree in IT related field (or equivalent experience) and/or 1‑3 years in a service desk or desktop support role.
• Extensive hands‑on knowledge of Windows, macOS, Chromebook, and mobile (iOS, Android) operating systems.
• Clear, concise communication and excellent interpersonal skills.
• Native English speaker or fluency in written and spoken English.
• High level of energy and enthusiasm to perform under pressure, prioritising tasks in a demanding environment.
• Good issue management, troubleshooting, and problem‑solving experience.
• Experience with Office 365 is desirable. Familiarity with Salesforce or an interest in learning how it supports service operations is a plus.
• ITIL Foundation certification or equivalent framework knowledge is a plus.

About us

Hult is a new kind of non‑profit business school that constantly innovates to meet the needs of students, employers, and society in a world that is changing faster than ever before. More than a business school, Hult is a dynamic and multicultural community that educates, inspires, and connects some of the most forward‑thinking business talent from around the world.

What we do

Hult International Business School is a non‑profit educational pioneer and the first triple accredited US business school. Ranked by the Financial Times, The Economist, Forbes, and Bloomberg Businessweek, Hult offers undergraduate, graduate, and executive education programs across its global campuses in Boston, San Francisco, London, Dubai, Shanghai, and New York. The school’s philosophy is that business skills can only truly be learned by doing. By immersing students from all over the world in practical, hands‑on experiences from day one, this fresh approach to education is creating a global community of confident, entrepreneurially minded graduates, ready to tackle the challenges of tomorrow.

Solving problems and overcoming challenges is what our students do: all year, every year. We bring together creative, open‑minded people from all over the world to find solutions to the world’s most pressing issues by doing business, not just studying it. So they graduate with the skills and the mindset to be ready for anything. And now we’re looking for a talented workforce that thinks the same way. We seek to promote an environment for our students, faculty, and staff that welcomes people from all backgrounds, ethnicities, races, religions, genders, sexual identities, abilities, and personal circumstances in a spirit of inclusivity and belonging.

At Hult, we believe that it’s through our diversity that we find our strength. Mission statement We strive to be the most relevant business school in the world. By using our global reach and always being creative, entrepreneurial, and on the cutting edge, our aim is to have a positive impact on individuals and organizations by transforming their management practices. In so doing, we hope to be the business school of choice for existing and aspiring leaders. We will contribute to sustainable growth, helping leaders to integrate commercial success and societal well‑being.

Equal opportunities at Hult

Hult is dedicated to actively creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We are committed to providing opportunity regardless of gender, religion, race, color, sexual identity, disability, ethnicity, age, and all the individual identities that make us unique. If you require any accommodation to assist you in the interview process, please submit this with your inquiry.