Service Desk Analyst

Falmouth Exeter Plus; Penryn; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Employer Pension Contribution up to 10

28 days + 8 days bank holiday

Life Assurance

Subsidised Sports Centre Membership

Enhanced Maternity/Paternity Pay

Salary Sacrifice Car Scheme

Salary Sacrifice Cycle Scheme

Salary Sacrifice Home & Tech Scheme

Vivup Lifestyle Discounts

Job summary

Falmouth Exeter Plus is seeking a Service Desk Analyst to join the IT Service Desk, based at the Penryn Campus with occasional support at other campuses. You will be the first point of contact for staff and students, logging and resolving incidents, while escalating complex issues to the right teams.

We value strong communication, a proactive service attitude and the ability to work well in a busy, multi-university environment.

Qualifications

• Experience in a service desk or customer-facing support role.
• Understanding of ITIL principles, triage and escalation processes.
• Strong communication skills and ability to work with staff and students.

Responsibilities

• Provide first point of contact for staff and students, logging and resolving incidents where possible.
• Log, triage and escalate issues to the appropriate technical teams as needed.
• Maintain up-to-date knowledge base and assist users with system usage.

Skills

Service Desk

ITIL

Windows

Microsoft 365

Customer Service

Job description

We are seeking an enthusiastic and customer-focused Service Desk Analyst to join our IT Service Desk team. The role will be primarily based at our Penryn Campus but will also require occasional support at the other campuses. The IT Service Desk team is responsible for providing the first point of contact for all staff and students within Falmouth University, University of Exeter, The Students Union and FX Plus. This role ensures that all interactions with customers are logged, assessed and, where possible, resolved without escalating to another team. You will strive to resolve user issues utilising the knowledge provided by the other technical support teams within the directorate. The role holder will be able to identify emerging issues and elevate to the relevant area of the directorate and provide excellent customer support experience during all interactions. This role is ideally suited to someone with experience working in a service-oriented environment who enjoys delivering excellent support and building positive relationships with users. The successful candidate will be technically minded, possess strong communication skills, and have the ability to engage effectively with both students and staff. You will bring previous experience in a Service Desk or customer-facing support role, together with a good working knowledge of Windows operating systems and Microsoft 365 applications. Experience with macOS would be advantageous but is not essential. You will also demonstrate a proactive and flexible approach to problem-solving, remain calm under pressure, and be committed to providing a high standard of customer service. We would particularly like to hear from candidates who can demonstrate:

• Experience troubleshooting basic hardware, software, and network-related issues.
• An understanding of Service Desk methodologies and processes, including ITIL principles, triage, and escalation procedures.
• The ability to work independently whilst contributing effectively as part of a wider team.
• Strong relationship-building skills, with the ability to guide and support users in the effective use of systems and software.
• Excellent verbal and written communication skills, together with a high level of accuracy and attention to detail.

For further details on the skills/experience required for this role, please see the full job description above. This senior post is offered on a permanent, full-time, 37.5 hours per week, working 8.45am to 5.15pm across Monday-Friday. Occasional flexibility in working hours may be required to meet operational needs. The closing date for the position is Sunday 4 October 2026. Falmouth Exeter Plus manages and delivers services at Falmouth, Penryn and Truro Campuses on behalf of Falmouth University and the University of Exeter. Working closely with the Falmouth & Exeter Students' Union (The SU) and the wider, universities partnership we support Higher Education learning and living, ensuring that the interests of all campus users are at the heart of everything we do. It is a fast moving environment where agility and a positive approach to change and enhancement are central to our progress. Our mission is 'to deliver world-class shared professional services to help our partners achieve their global ambitions’. As an employer of choice we can offer the successful candidate for this role a range of benefits, including:

• Employer Pension Contribution up to 10%.
• 28 days + 8 days bank holiday.
• Life Assurance
• Subsidised Sports Centre Membership (Gym & Fitness Classes)
• Enhanced Maternity/Paternity Pay
• Salary Sacrifice Car Scheme (Tusker)
• Salary Sacrifice Cycle Scheme
• Salary Sacrifice Home & Tech Scheme
• Vivup Lifestyle Discounts

Alongside these benefits we offer a first class working environment across our campuses with all the facilities you would expect from working across two leading Universities. Falmouth Exeter Plus welcomes and encourages job applications from people of all identities and backgrounds, particularly those under-represented and/or marginalised, as it is important we have a diverse range of candidates to consider.