At a Glance
- Tasks: Provide first-line IT support to students and staff on campus.
- Company: Join Academia, a leading tech company transforming IT services in education.
- Benefits: Enjoy gym contributions, health plans, extra leave, and more perks!
- Other info: Be part of a dynamic team with excellent growth opportunities.
- Why this job: Make a real impact on campus life while developing your tech skills.
- Qualifications: Experience in IT support and strong knowledge of Windows and Microsoft 365.
The predicted salary is between 33750 - 41250 £ per year.
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 ServiceDesk 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 Freshservice, 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.
Key Skills
- 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 ID, MFA, endpoint management, incident and request management.
- Excellent troubleshooting and problem-solving skills, with the ability to follow procedures, make informed decisions and escalate 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.
At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors. As an innovative and rapidly expanding technology company, we’re not just a supplier—we’re a trusted partner to thousands of clients nationwide.
With over 20 years of expertise, double-digit growth, a team of 300+ professionals and revenues exceeding £150 million in FY26, we’ve earned a reputation as a top-tier IT solutions provider. Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award.
Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments. Their IT success is our business.
We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service. Backed by Strive Capital since 2020, we’re continuously expanding, exploring new frontiers with a strong financial and strategic foundation.
Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact.
At Academia, you’ll find more than just a job—you’ll find an opportunity to be part of one of the UK’s most exciting tech success stories. If you’re passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we’d love to hear from you.
Benefits
- Gym membership contribution
- Health Cash Plan
- Increased annual leave with length of service
- Free annual leave on your birthday
- Length of service bonus
- Free Will Writing service
- And more!
Endpoint Service Desk Analyst in Cardiff employer: Academia Group
Academia is an exceptional employer, offering a dynamic work environment where innovation and technical expertise thrive. With a strong focus on employee growth, we provide access to the UK's largest pool of Jamf certified engineers for support and consultancy, ensuring that our team members are always learning and developing their skills. Our comprehensive benefits package, including gym membership contributions and increased annual leave with service length, reflects our commitment to employee well-being and work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Endpoint Service Desk Analyst in Cardiff
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Academia Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Academia Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Academia Group!
✨Direct Apply to Academia Group
Let's not forget to apply directly through the Academia Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Endpoint Service Desk Analyst in Cardiff
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Academia Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Academia Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Academia Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
