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

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.

Hours & Salary

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.

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.

We are a happy and thriving Catholic Sixth Form College committed to equality and diversity, welcoming colleagues from all backgrounds into our community.

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