Service Desk Analyst.
Key Points
– Entry-level / Graduate opportunity
– High-volume frontline IT support (40–50 calls/day)
– Build your IT foundations in a real-world enterprise environment
Summary
Start your IT career in a dynamic service desk environment. This is an ideal opportunity for a motivated graduate to provide first-level support across a large and diverse organisation. You'll manage calls, emails, and service tickets while developing strong technical and communication skills.
Company
Join a large-scale, innovation-driven organisation known for its impact across education, research, and public services. As part of the IT Service Desk team, you'll support staff, students, and stakeholders by ensuring reliable and responsive tech support.
Role Overview
Under the guidance of a Service Desk Lead, you will respond to incoming requests, troubleshoot technical issues, and escalate when needed. You’ll rotate across structured rosters, ensuring consistent service and exposure to enterprise-grade IT systems and workflows.
What they are looking for
You are a customer-focused graduate with strong communication skills and a desire to learn. While prior technical experience isn’t required, your ability to handle 40–50 calls per day, empathise with users, and stay solution-focused is essential.
Key Responsibilities
- Respond to phone calls, emails, and tickets (40–50 calls/day)
- Deliver first-level support across Windows, macOS, and mobile devices
- Troubleshoot and escalate incidents appropriately
- Participate in a structured roster for service coverage
- Provide on-site support when necessary
- Contribute to documentation and knowledge base content
- Log accurate records and maintain service level
- Recent graduate or early-career professional
- Strong verbal and written communication
- Resilient under high call volumes and able to multitask
- Interest or experience in Windows, Mac, and mobile support
- Willing to work across a rotating shift roster
- IT certification (completed or in progress) desirable
- This organisation promotes a collaborative and supportive environment for early-career IT professionals. You'll receive mentorship from experienced leaders, work alongside a passionate service team, and grow within a culture that values learning, service quality, and career progression.
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If this sounds like the right opportunity for you, we encourage you to apply!
