IT Service Desk Analyst Apprentice (Level 3)

Service Desk Operation

• Provide first-line technical support i.e. (accounts, MFA, connectivity, AV, devices, Microsoft 365/Office 365, Operating Systems, for Cardinal Newman College, Lancaster University School of Mathematics (The Rigby Education Trust) or any other identified establishment
• Provide support for line-of-business systems
• Ensure incidents are logged with detailed technical notes
• Diagnose whether issues relate to applications, devices, user error, or infrastructure
• Issue loan equipment and manage booking/collection processes

Triage, Prioritisation and Coordination

• Apply technical understanding to categorise incidents accurately.
• Identify repeat issues, outages, or degradation
• Coordinate escalations with Technicians and Engineers
• Support downtime and change communications

Service Management, Reporting and Process Improvement

• Support ITIL-lite processes, i.e., Incident, Request, Problem, Knowledge
• Maintain troubleshooting guides and technical FAQs

Technical Administration

• Assist with basic device configuration and setup
• Support imaging or deployment processes using standard tools
• Update asset records and perform basic compliance checks

Procurement and Asset Support

• Maintain asset register and support asset lifecycle processes
• Liaise with suppliers and track deliveries

General

• Follow College policies including Health & Safety, E&D, GDPR, and Safeguarding
• Support college events with IT support and bookings and pen Days
• Participate in the service desk rotation if required to ensure consistent coverage and available support
• Support IT Technicians when required
• Undertake training and professional development
• To undertake any other duties as may reasonably be required commensurate with the nature of the post