Service Desk Analyst (1st & 2nd Line IT Support)

CARDINAL NEWMAN COLLEGE; New Gate; On-site; GBP 31,000 - 32,000; Full time

Benefits offered by this job

Pension schemes

Holiday entitlement

Gym on-site

Professional development

Apprenticeships

Flu vouchers

Cycle to Work

Job summary

Cardinal Newman College is seeking a Service Desk Analyst to deliver professional, customer-focused IT support across the college and partner sites. The role involves hands-on troubleshooting of end-user devices, classroom technology and connectivity, with ownership of incidents from start to finish.

You will work within the IT Services team, providing remote and in-person support, and escalate to specialized teams as required.

Qualifications

• Experience supporting end-user technology is essential.
• Knowledge of Microsoft technologies is advantageous.
• Reliability, organisation, initiative, teamwork and a commitment to learning are important.

Responsibilities

• Provide professional, responsive first and second-line technical support.
• Take ownership of incidents from initial contact to resolution.
• Escalate issues through ITSM processes when specialist intervention is required.
• Support is provided remotely when possible and in person where needed.

Skills

Customer-focused

End-user support

Microsoft technologies

IT Service Management

Classroom technology

Tools

Endpoint management

ITSM tools

Classroom technology

Job description

The main duties and responsibilities of this role include: The Service Desk Analyst provides professional, responsive and customer-focused first and second-line technical support across Cardinal Newman College and Lancaster University School of Mathematics. Working within the Service Desk & End-User Support team, the postholder delivers support both through the IT Service Desk and in person across classrooms, offices and shared learning spaces. This is a hands-on technical role. The postholder takes ownership of incidents and service requests from initial contact through diagnosis to resolution, investigating and resolving issues wherever possible rather than passing them on. Support is provided remotely where practical and in person where the fault is physical, urgent, or the teaching space is in use. The role covers end-user devices, classroom and audio-visual technology, printing, user accounts and access, productivity and collaboration applications, connectivity and peripherals. Where an issue requires specialist infrastructure knowledge, elevated technical intervention, or relates to a wider-impact service issue, the postholder escalates it through the agreed IT Service Management process with appropriate ownership, handover and communication.

Cardinal Newman College is a wonderful place to work, and this is an exciting opportunity for a customer focussed and enthusiastic candidate to join our friendly and well established team. The IT Services department is looking for someone who is technically capable, customer-focused and a methodical problem solver who communicates clearly, stays calm under pressure and sees work through to resolution. Experience supporting end-user technology is essential; knowledge of Microsoft technologies, endpoint management, IT Service Management, classroom technology or education is advantageous. Reliability, organisation, initiative, teamwork and a commitment to learning are equally important. You should display the values, attitudes, and behaviours consistent with the Catholic Ethos of the College and have a commitment to equality and diversity and the safeguarding of young people and vulnerable adults.

Penwortham, Lancashire - 31324.00 - 32199.00 Annual Golden Hello Payment of up to 10% of GBP Full Time. Salary: The post will be paid on the Sixth Form Colleges Support Staff Pay Spine at points 14 to 15 - £31,324 to £32,199 per annum. For an outstanding candidate the college will consider a 'golden hello' payment of up to 10% of the annual salary.

Why work at Cardinal Newman College?

We are a happy and thriving Catholic Sixth Form College committed to equality and diversity, welcoming colleagues from all backgrounds into our community irrespective of their religion or belief, ethnicity, age, gender, gender identity, disability, sexual orientation, marital or pregnancy status. We are an outstanding college in every aspect and one of the highest-performing Sixth Form Colleges nationally for Value Added. We recognise the invaluable contribution our dedicated staff make to the success of our students and the College as a whole. As such, we aim to foster a culture where staff feel valued and supported.

• Generous Pension schemes for both teachers and support staff
• Pro rata to 25 days holidays plus 4 concessionary days and bank holidays for support staff
• Staff are contractually entitled to time off at Christmas in line with the college holidays, usually around 2 weeks.
• A genuine commitment to staff health and wellbeing
• Access to a salary sacrifice electric vehicle scheme
• Access to the Cycle to Work Scheme and Techscheme
• Free use of the on-site gym
• Access to professional development and the opportunity to undertake professional qualifications through apprenticeships
• Flu Vouchers
• Staff savings scheme