IT Engineer 1st line - London

We’re looking for a motivated and customer focused individual to provide first line IT support through our shared Workplace IT service desk. As the first point of contact, you’ll play a key role in:

• Delivering exceptional customer service to internal users and external visitors
• Providing initial IT fault diagnosis and troubleshooting
• Supporting installation, configuration, and maintenance of IT and video conferencing equipment
• Contributing across the full ITIL lifecycle-from Service Design to Continuous Improvement

What you’ll be doing: As an IT Service Desk Analyst, you’ll play a vital role in delivering high-quality first line support and keeping our technology services running smoothly. In this role, you will:

• Manage and triage all incoming tickets through our IT Service Management (ITSM) platform
• Accurately identify, categorise, prioritise, diagnose, and manage Incidents and Service Requests
• Communicate clearly and professionally with users at every stage of their request or incident
• Provide coordination support across technical and administrative tasks to ensure service delivery
• Help diagnose and resolve first line IT incidents and service requests
• Learn and develop toward becoming a first-class IT Engineer through training, documentation, and hands on experience
• Build strong analytical skills to assess performance, understand user needs, and recommend solutions
• Deliver excellent customer service, always putting the user experience first
• Provide support in person, via email, and over the phone, including remote support tools
• Escalate issues to team members or other departments when required
• Maintain IT user accounts in line with access control and account management policies
• Support and maintain video conference technologies
• Install and configure software and hardware in compliance with technical standards
• Contribute to the development and upkeep of our IT technical knowledge base

We’re looking for someone who brings a strong customer focused approach and a genuine interest in developing their IT expertise. You’ll ideally have:

Level A - Essential

• Experience working in a customer facing environment
• An understanding of a range of end-user devices and operating systems

Level B - Desirable

• Deeper experience across all Level A requirements
• Proven delivery of 10+ tasks from the key deliverables for this role
• Hands on experience installing and configuring IT software and hardware
• Experience delivering high-quality, ITIL aligned services via a service desk
• Practical experience using an ITSM (IT Service Management) system
• Experience working with electronic record management systems, such as:
• HR systems
• Asset management systems
• SaaS administration portals
• Experience providing IT support both in person and remotely
• Experience maintaining and operating video conferencing equipment
• Ability to deliver the remaining tasks outlined in the key deliverables section
• Understanding of core networking concepts, including firewalls, routers, and switches

Salary: c£28,600 per annum (negotiable based on experience) + comprehensive benefits package, Level A None Level B Evidence of professional development

One or more of the following:

• Microsoft Certified Azure Fundamentals AZ900
• Microsoft Certified Endpoint Administrator Associate MD102
• Industry recognised certification in one or more core technologies used by Jisc

Don’t meet every single requirement? We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but if you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Why work for us? At Jisc, every role is meaningful, and every individual is valued. We foster a culture of continuous learning and personal growth, offering opportunities to develop new skills and make a real impact in education and research. With a strong focus on work-life balance, we embrace flexible working that prioritises outcomes over hours, empowering you to create a rhythm that energises both your professional and personal life.

Our Guiding Principles: Jisc’s culture is powered by our four guiding principles: putting customers first, driving innovation, creating impact, and championing inclusive collaboration to deliver sustainable outcomes and shape a better future.

Discover the amazing benefits we provide! Here’s what you can look forward to:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank holidays) that includes three closure days over Christmas
• Buy up to an additional 5 days leave during the flexible benefits window
• Generous flexible pension schemes
• A range of wellbeing lifestyle benefits including company paid health care cash plan, mental health first aiders and support
• A company culture of continuous learning with access to thousands of LinkedIn Learning courses, and lots of resources and opportunities to support your development
• Allocated allowance of up to £250 to equip your home office
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
• A wide range of discounts and cashback from retailers and big-name high-street stores
• Family friendly policies including enhanced parental, maternity and paternity and co-parental leave as well as opportunity for career breaks
• Support your volunteering with up to 3 days volunteer leave

Equity, diversity and inclusion: Jisc believe our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging.

Reports into: Workplace IT Service Desk Manager Working style: Hub based - The nature of this role requires you to be predominantly London office based. Meeting in person is something we value so you may need to travel on occasion to other offices. Applicants should live within London or within easy commuting distance.

About Jisc: For 30 years Jisc has pioneered digital solutions for UK education and research, transforming how knowledge is created, shared and used.

We are uniquely positioned to protect, promote and lead the sector in digital and data transformation, making a difference to students, communities and society. Together, we are working to build a better digital future for education and research.

Raise your potential at Jisc through our culture of lifelong learning. At Jisc, we’re all about growth, so embrace new challenges, sharpen your skills and shape a career that excites you.

The Team Jisc operates through several specialist directorates, each driving key areas of our work. This role sits within our Group CTO directorate, the hub for innovation, technology leadership, and the development of new digital products that support our members today and in the future. Most of our technical expertise lives here, giving us the capability to deliver Jisc’s digital vision with impact and ambition.

Within the Group CTO directorate, the Workplace IT department provides essential technology services to colleagues and visitors. You’ll be joining our Service Desk team, whose mission-guided by ITIL principles-is to maintain normal operations, respond to user requests, and resolve incidents and problems across a range of services and configuration items.