Service Desk Analyst

New City College; Loughton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading educational institution in the UK is seeking a proactive Service Desk Analyst to enhance IT support for staff and students. The ideal candidate will enjoy providing 1st line support, ensuring IT incidents are managed efficiently. Strong knowledge of Windows, MacOS, and Office applications is essential. The role offers professional development opportunities in a collaborative environment, with a focus on excellent customer service and attention to detail.

Benefits

Career average pension scheme

Free gym access at some campuses

Five CPD days per year

Interest-free travel loans

Health cash plan

Various discounts on expenses

Qualifications

• Experience supporting Windows operating systems and Office applications.
• Ability to diagnose and resolve IT issues promptly.
• Excellent attention to detail in documentation.

Responsibilities

• Respond professionally to IT queries via multiple communication channels.
• Diagnose and prioritize common faults.
• Maintain accurate records of IT assets.

Skills

Windows 10/x support

MacOS X support

M365 support

Microsoft Office Project

Excellent organizational skills

Strong communication skills

Outstanding customer service skills

Job description

New City College is seeking a proactive and customer-focused Service Desk Analyst to join our IT Services team. This is a fantastic opportunity to play a key role in supporting staff and students by ensuring IT incidents and requests are handled efficiently, service levels are met, and excellent customer service is delivered. We are looking for a forward thinking, dynamic and hardworking individual to join our fast-paced team. You will be responsible for providing professional, high quality and efficient Service Desk support. Your role will involve answering calls in a timely courteous manner; logging; triaging them effectively and resolving or escalating incidents and requests where necessary. Someone who enjoys the challenge of providing 1st line support and has great attention to detail. You will be able to manage expectations, while still maintaining a high degree of customer service. Comfortable reviewing incidents and requests and working with the team to continuously improve the service. Demonstrate an ability to work well under pressure and have a solid logical approach to problem solving.

Responsibilities

• Respond professionally to IT queries via phone, email, portal, or in person
• Diagnose and prioritise common faults, providing advice and solutions
• Escalate issues when service levels are not met
• Maintain accurate records of IT assets, loans, warranties, and contracts
• Support IT projects and assist with procurement, audits, and invoice checks
• Create and manage user accounts in line with HR requests
• Produce and update Knowledge Base articles for staff and students

Qualifications

• Strong knowledge of Windows 10/x, MacOS X, and M365 support
• Experience with Microsoft Office Project and other office systems
• Excellent organisational skills with the ability to prioritise and meet deadlines
• Attention to detail and accuracy in documentation and reporting
• Strong communication skills, both written and verbal
• A collaborative, flexible approach and commitment to equality and safeguarding
• Outstanding customer service skills

About New City College

New City College is proud to be an Ofsted Outstanding college, the largest in England to receive this top rating. With campuses across east London, south-west Essex, and two language schools, we are a sector leader in further education. Joining NCC means becoming part of a forward-thinking, collaborative team committed to delivering high-quality education and skills that benefit our students and communities. We offer industry-standard facilities, expert staff, and strong partnerships with leading organisations. Our focus on future-ready skills and technology ensures students are well-prepared for higher education or employment, and employers trust us for staff training and development. Following the merger of seven colleges, NCC has become one of the UK's most influential FE providers, offering sixth form education, adult learning, apprenticeships, ESOL, EFL and SEND. With a turnover of £130 million, 20,000 students and 1,800 staff, we are a major force in the sector. We are proud of our inclusive, diverse community and have a zero-tolerance approach to racism and discrimination.

As we look ahead, we remain committed to investing in our people and resources to provide an excellent, supportive learning environment that meets the needs of both students and employers. We are committed to building a workforce that reflects the diversity of the communities we serve and actively welcome applications from candidates from Black, Asian and Minority Ethnic backgrounds. This does not prevent any other candidate with or without a protective characteristic from applying for our jobs.

As the College supports a number of children and vulnerable adults, all staff are exempt from Section 4(2) of the Rehabilitation of Offenders Act 1974. Accordingly, all staff will be subject to an Enhanced DBS check, along with a check of the Children's Barred List if engaged in regulated activity. Any offers of appointment may be withdrawn if these checks prove unsatisfactory. Self-disclosure will be required as part of the recruitment process. Failure to make a full disclosure or to provide sight of your DBS certificate may result in the withdrawal of your offer of employment. The College's DBS policy on the recruitment of ex-offenders is available upon request.

Benefits

• Pension: New City College provides a career average pension scheme for all staff (TPS or LGPS)
• Accessibility: All college sites are easily accessible for wheelchair users and via public transport (bus, DLR, or tube).
• On‑Site Facilities: Free access to on‑site gym facilities at some campuses and on‑site cafes serving subsidised food and drinks.
• Staff Development: Five CPD (Continuing Professional Development) days per year, with access to industry‑standard facilities and a collaborative working environment. Leading to opportunities for career advancement and professional development in a supportive setting.
• Financial Perks: Interest‑free loans for annual travel season tickets. Health cash plan (reimbursement for dental, optical, and therapy treatments) and a completely confidential Employee assistance program.
• Discounts: Save money on day‑to‑day expenses, shopping, dining out, DIY, and travel.