IT Engineer 1st line

Closing Date: 20 th July 2026 at 5pm

Salary: £28,600 per annum (negotiable based on experience) + comprehensive benefits package

Jisc grade: TGE1 (internal use only)

Job Type: Permanent

Hours: 38.5 hours

Reports into: Workplace IT Service Desk Manager

Working style: Hub based - The nature of this role requires you to be predominantly London office-based. Meeting in person is something we value so you may need to travel on occasion to other offices. Applicants should live within London or within easy commuting distance.

For 30 years Jisc has pioneered digital solutions for UK education and research, transforming how knowledge is created, shared and used.

We are uniquely positioned to protect, promote and lead the sector in digital and data transformation, making a difference to students, communities and society. Together, we are working to build a better digital future for education and research.

Raise your potential at Jisc through our culture of lifelong learning. At Jisc, we're all about growth, so embrace new challenges, sharpen your skills and shape a career that excites you.

Jisc operates through several specialist directorates, each driving key areas of our work. This role sits within our Group CTO directorate, the hub for innovation, technology leadership, and the development of new digital products that support our members today and in the future. Most of our technical expertise lives here, giving us the capability to deliver Jisc’s digital vision with impact and ambition.

Within the Group CTO directorate, the Workplace IT department provides essential technology services to colleagues and visitors. You’ll be joining our Service Desk team, whose mission—guided by ITIL principles—maintain normal operations, respond to user requests, and resolve incidents and problems across a range of services and configuration items.

We’re looking for a motivated and customer focused individual to provide first line IT support through our shared Workplace IT service desk. As the first point of contact, you’ll play a key role in:

• Delivering exceptional customer service to internal users and external visitors
• Providing initial IT fault diagnosis and troubleshooting
• Supporting installation, configuration, and maintenance of IT and video‑conferencing equipment
• Contributing across the full ITIL lifecycle—from Service Design to Continuous Improvement

As an IT Service Desk Analyst, you’ll play a vital role in delivering high-quality first line support and keeping our technology services running smoothly. In this role, you will:

• Manage and triage all incoming tickets through our IT Service Management (ITSM) platform
• Accurately identify, categorise, prioritise, diagnose, and manage Incidents and Service Requests
• Communicate clearly and professionally with users at every stage of their request or incident
• Provide coordination support across technical and administrative tasks to ensure service delivery
• Help diagnose and resolve first line IT incidents and service requests
• Learn and develop toward becoming a first‑class IT Engineer through training, documentation, and hands‑on experience
• Build strong analytical skills to assess performance, understand user needs, and recommend solutions
• Deliver excellent customer service, always putting the user experience first
• Provide support in person, via email, and over the phone, including remote support tools
• Escalate issues to team members or other departments when required
• Maintain IT user accounts in line with access control and account management policies
• Support and maintain video‑conference technologies
• Install and configure software and hardware in compliance with technical standards
• Contribute to the development and upkeep of our IT technical knowledge base

We’re looking for someone who brings a strong customer focused approach and a genuine interest in developing their IT expertise. You’ll ideally have:

• Experience working in a customer facing environment
• An understanding of a range of end‑user devices and operating systems
• Deeper experience across all Level A requirements
• Proven delivery of 10+ tasks from the key deliverables…