Service Desk Analyst — Campus IT Support Champion

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

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.