Service Desk Analyst

Falmouth University; Penryn; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Employer Pension Contribution up to 10

28 days + 8 bank holidays

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 University is seeking a Service Desk Analyst to join the IT Service Desk team on the Penryn Campus with occasional support at other campuses. You will log, assess and resolve user issues, leveraging Windows and Microsoft 365, and escalate when necessary.

The role requires a customer-focused mindset, ITIL awareness, and the ability to work both independently and as part of a team to deliver high-quality support across staff and students.

Qualifications

• Experience in a Service Desk or customer-facing support role.
• Good working knowledge of Windows operating systems and Microsoft 365 applications.
• Familiarity with ITIL principles, triage, and escalation processes.
• Ability to work independently and as part of a wider team.
• Strong relationship-building and communication skills.
• High level of accuracy and attention to detail.

Responsibilities

• Be the first point of contact for staff and students, logging, assessing and resolving issues where possible.
• Provide excellent customer support and resolve common queries without escalation.
• Escalate more complex issues to appropriate teams within the directorate.
• Loster to understand issues and guide users in using systems effectively.

Skills

Windows OS

Microsoft 365

ITIL

Customer service

Communication

Problem solving

Tools

MacOS experience

Job description

About The Role

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 escalation 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.

About You

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.

About Us

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.