The IT Service Desk team is responsible for providing the first point of contact for all staff and students within Falmouth University, University of Exeter, The Students Union and FX Plus. This role ensures that all interactions with customers are logged, assessed and, where possible, resolved without escalating to another team. You will strive to resolve user issues utilising the knowledge provided by the other technical support teams within the directorate. The role holder will be able to identify emerging issues and escalate to the relevant area of the directorate and provide excellent customer support experience during all interactions.
This role is ideally suited to someone with experience working in a service-oriented environment who enjoys delivering excellent support and building positive relationships with users.
About You
You will also demonstrate a proactive and flexible approach to problem-solving, remain calm under pressure, and be committed to providing a high standard of customer service.
We would particularly like to hear from candidates who can demonstrate:
- Experience troubleshooting basic hardware, software, and network-related issues.
- An understanding of Service Desk methodologies and processes, including ITIL principles, triage, and escalation procedures.
- The ability to work independently whilst contributing effectively as part of a wider team.
- Strong relationship-building skills, with the ability to guide and support users in the effective use of systems and software.
- Excellent verbal and written communication skills, together with a high level of accuracy and attention to detail.
This senior post is offered on a permanent, full-time, 37.5 hours per week, working 8.45am to 5.15pm across Monday-Friday. Occasional flexibility in working hours may be required to meet operational needs.
The closing date for the position is Sunday 4 October 2026.
About Us
It is a fast moving environment where agility and a positive approach to change and enhancement are central to our progress. Our mission is 'to deliver world-class shared professional services to help our partners achieve their global ambitions’.
Alongside these benefits we offer a first class working environment across our campuses with all the facilities you would expect from working across two leading Universities.
Service Desk Analyst in Penryn employer: Falmouth Careers
The Institute of Photography, part of Falmouth University, is an exceptional employer that prioritises employee well-being and professional growth. With a supportive work culture, generous benefits including a substantial pension contribution, annual salary increments, and a commitment to diversity, we create an inclusive environment where staff can thrive while engaging with students in a vibrant educational setting. Join us for a rewarding experience in a dynamic role that values your contributions and fosters your development.
