Endpoint Service Desk Analyst

This is an onsite role based on a university campus in Cardiff, South Wales, giving you the chance to work directly with users and become a valued part of the university support community while staying connected to the wider technical team.

Core hours will align to university service desk requirements, with support during important periods such as teaching, enrolment, examinations and events. You will be joining a role where your work has a visible impact on students, staff and day-to-day campus life.

The Endpoint Service Desk Analyst is responsible for providing first-line technical support to students, staff and stakeholders within the University which is a managed service across five campuses, ensuring incidents and requests are logged, triaged, resolved where possible, or escalated appropriately.

Working as part of the Technical Services team, you will act as a key first point of contact for users, delivering friendly, professional and timely support across common IT issues, service requests, account access, device support, application queries and general troubleshooting. The role works closely with the Service Desk Delivery Manager, Technical Team Lead, wider support teams and USW IT stakeholders to maintain a reliable and positive user experience.

The role is expected to balance excellent customer service, effective ticket management, clear communication, accurate documentation and appropriate escalation, while contributing to first contact resolution and agreed service levels.

Amongst other tasks, you will be responsible for:

As a
First-Line IT Support
professional, you’ll be the first point of contact for students, staff and stakeholders, providing friendly, professional and effective technical support.

You’ll manage incidents and service requests through
Fresh service
, resolving common Windows, Microsoft 365, account, access, application, connectivity and device issues wherever possible. You’ll take ownership of tickets from start to finish, keeping users informed and escalating more complex issues to specialist teams when required.

You’ll also support
device setup and onboarding, endpoint security and compliance
, while contributing to knowledge sharing, documentation and continuous service improvement.

This is a varied, user-focused role where you’ll have the opportunity to develop your technical skills, work collaboratively with experienced IT teams and help improve the overall support experience.

• Previous experience in
  IT Service Desk, IT Support or a similar technical support role
  .
• Strong knowledge of
  Windows 10/11 and Microsoft 365
  , with experience troubleshooting desktop, account, application, access, network and printing issues.
• Confident using
  ITSM/service desk platforms
  to log, prioritise and manage tickets through to resolution.
• Good understanding of
  Microsoft Entra , MFA, endpoint management, incident and request management
  .
• Excellent
  troubleshooting and problem-solving skills
  , with the ability to follow procedures, make informed decisions and escalating appropriately.
• Strong
  customer service and communication skills
  , with a professional and user-focused approach.
• Highly organised, with strong attention to detail and the ability to manage competing priorities in a busy support environment.
• Team-oriented and adaptable
  , with a willingness to learn, develop technical knowledge and contribute to continuous improvement.

Desirable:

Experience with
MECM/SCCM, Microsoft Defender for Endpoint, Patch My PC, SCEPman, Azure Virtual Desktop/DaaS, application virtualisation or mobile device management
, as well as
Higher Education experience
. Relevant certifications such as
MD-102, ITIL Foundation or Azure/Microsoft Security certifications
are also advantageous.

Why Academia?
At Academia, we are…