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For Companies At a Glance
- Tasks: Provide top-notch IT support and ensure smooth business operations for our team.
- Company: Join Kaplan, a global leader in education and professional development.
- Benefits: Enjoy competitive salary, flexible working, and generous leave options.
- Why this job: Kickstart your career in IT with opportunities for growth and skill enhancement.
- Qualifications: Customer-focused with experience in IT support and excellent communication skills.
- Other info: Be part of a diverse team committed to creating opportunities for all.
The predicted salary is between 25000 - 30000 £ per year.
Job Description
Reference number: JR248545
Location: Hybrid working – home and our office at Universal Square, Manchester
Working pattern: Full Time, 37.5 hours per week
Contract Type: Permanent
Number of roles: 1
Grade: IT1B
Salary: £29,000-£34,000
We are looking for a 1st Line Service Desk Analyst to join our team.
Role Summary
You will help us to create success for our learners, candidates, clients and colleagues by providing a high quality, innovative and efficient IT service that delivers technology to support Kaplan's business goals.
As the 1st Line Service Desk Analyst, you will:
- Assist in the delivery of the support service to help address any IT issues and ensure smooth business operations
- Provide IT services and IT equipment that are available, reliable performant and error free
- Provide 1st level IT support to staff
This is an excellent opportunity for someone who may be currently working as a 1st Line Service Desk Support, who is looking to expand their skills and build their career with an industry leader.
What you’ll bring to the role
This role will suit a customer focussed and service driven individual, with excellent communication skills both written and verbal and an ability to communicate with staff at all levels.
- Familiarity with service desk systems and tools
- Minimum 1-2 years experience of supporting Microsoft Windows operating systems
- Experience Customer service in a technical environment
- Working knowledge of a range of diagnostic utilities
- IT qualifications gained through formal college studies or personal studies are desirable
- Excellent analytical and listening skills
- Flexibility to work in a shift pattern and flexibility to work extended hours
- Strong knowledge of customer care techniques and processes
What we do
Kaplan Professional is a leading provider of apprenticeships, accountancy / tax / finance & banking courses, and professional assessments. For almost 80 years, we've helped shape the development and careers of finance professionals.
We are part of the Kaplan group, one of the world’s largest and most diverse education and assessment providers. We operate in over 30 countries and maintain relationships and partnerships with more than 1,000 school districts, colleges and universities, professional bodies and over 10,000 businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart.
What we believe in
Our goal is for Kaplan to be a great place to work where everybody can succeed, so we truly live and breathe our values: act with integrity, grow knowledge, empower & support, create opportunity, drive results together.
Kaplan is a global organisation whose mission is rooted in providing equal access to education and opportunities for advancement to people of all backgrounds. We believe diversity, equity and inclusion – of culture, experiences, perspectives – are paramount to creating success and opportunity in an ever-changing world. As an educator, partner and employer, Kaplan is committed to promoting an equitable world in which diverse talent can develop, advance and thrive.
Our Values
We live, breathe and celebrate our values – they drive what we believe in, how we behave and guide us in creating a culture of success.
• Act with integrity
• Empower and support
• Create opportunity
• Grow knowledge
• Drive results together
What we offer
As well as a competitive salary, transparent pay structures, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:
• 28 days annual leave + option to purchase more
• Season ticket loan and cycle to work scheme
• Big discounts on Kaplan courses for you and your family
• Private medical, income protection, and life insurance
• 24/7 confidential helpline providing counselling and other support services
• Company pension contributions
• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels
How to apply
To apply for this role please submit a CV along with a Cover Letter detailing how you meet the requirements of the role no later than 11pm on Monday 29th September 2025. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.
1st Line Service Desk Analyst employer: Kaplan
Contact Detail:
Kaplan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. It’s a great way to get insider info and show your genuine interest in the company.
✨Tip Number 2
Prepare for the interview by practising common questions related to IT support. Think about scenarios where you’ve solved problems or helped customers. We want you to showcase your skills and how you can contribute to our team!
✨Tip Number 3
Dress the part! Even if it’s a hybrid role, looking professional can make a great first impression. It shows that you’re serious about the position and respect the interview process.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way. It keeps you fresh in their minds and shows your enthusiasm for the role. Plus, it’s a nice touch that many candidates overlook.
We think you need these skills to ace 1st Line Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Service Desk Analyst role. Highlight your relevant experience, especially in customer service and IT support, to show us you’re the perfect fit for our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain how your skills align with our values and the job requirements. We want to see your personality and passion for helping others through IT.
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we love a well-structured application!
Apply Early!: Don’t wait until the last minute to submit your application. We recommend applying as soon as possible through our website, as we might close the role early if we find the right candidate. Get your application in and let’s get started!
How to prepare for a job interview at Kaplan
✨Know Your Tech
Brush up on your knowledge of Microsoft Windows operating systems and any diagnostic utilities you’ve used. Be ready to discuss specific examples of how you've resolved IT issues in the past, as this will show your practical experience.
✨Customer Service Focus
Since this role is all about providing top-notch support, think of scenarios where you’ve gone above and beyond for a customer. Prepare to share these stories during the interview to highlight your customer service skills and your ability to communicate effectively.
✨Familiarise with Service Desk Tools
If you have experience with service desk systems, make sure to mention them. If not, do a bit of research on common tools used in the industry. Showing that you’re proactive about learning can really impress the interviewers.
✨Align with Kaplan's Values
Kaplan values integrity, empowerment, and collaboration. Think about how your personal values align with theirs and be prepared to discuss this. It’ll show that you’re not just a fit for the role, but also for the company culture.
