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

Cardinal Newman College; Penwortham; On-site; GBP 31,000 - 32,000; Full time

Benefits offered by this job

Generous Pension schemes

Holiday entitlement

Health & wellbeing

Cycle to Work Scheme

Techscheme

Free on-site gym

Job summary

Cardinal Newman College invites applications for a Service Desk Analyst to provide first and second-line IT support across the college and Lancaster University School of Mathematics. The role involves ownership of incidents from initial contact to resolution, with remote support preferred where possible and in-person help in teaching spaces.

The Successful Candidate should have experience with end-user technology, Microsoft technologies, endpoint management and ITSM processes, with a commitment

Qualifications

• Experience delivering first- and second-line IT support.
• Knowledge of Microsoft technologies is essential.
• Familiarity with ITSM processes is advantageous.
• Experience with classroom technology is beneficial.

Responsibilities

• Provide first- and second-line IT support across the college and partner site.
• Own incidents from initial contact through resolution.
• Support remotely where possible and in person when needed.
• Escalate complex issues through the ITSM process with proper ownership.

Skills

End-user support

Customer-focused

Problem solving

Tools

Microsoft technologies

Endpoint management

IT Service Management

Classroom technology

Job description

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

We welcome applications for this support post to commence as soon as possible

For an outstanding candidate the college will consider a 'golden hello' payment of up to 10% of the annual salary.

The Role

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.

For the full job description please see attached Job Pack .

The Successful Candidate

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.

Terms and Conditions

Hours: 37 hours per week, full year. Starting and finishing times will be on a rota basis between the hours of 8.00am and 16.45pm Monday to Friday.

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.

Closing date for receipt of applications: 11.59pm on Wednesday 23rd September 2026 (we reserve the right to close the advert in advance of this date).

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.

We also offer a range of excellent staff benefits, including:

• 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

More detailed information on further staff benefits can be found within our staff perks document attached.

Completed application forms should be submitted by 11.59pm on Wednesday 23rd September 2026.

We will confirm receipt of all applications by email within one working day of receipt. Please call the HR team if you have not received a confirmation email by the closing date. We do ask that you accept, in the interests of economy, that if you have not heard from us by mid October that you have not been selected for interview on this occasion.

Further Information

Further details are available at (url removed) or by telephone to the college on (phone number removed) or (phone number removed).

All offers of appointment are subject to Disclosure and Barring Service clearance as well as a range of other safer recruitment checks.