> Markdown version of [/jobs/ext/3290614-service-desk-analyst-1st-2nd-line-it-support](https://www.wearedevelopers.com/jobs/ext/3290614-service-desk-analyst-1st-2nd-line-it-support). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Analyst (1st & 2nd Line IT Support)

- **Company:** Cardinal Newman College
- **Location:** Penwortham, UK
- **Salary:** £31,324.0 - £32,199.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Access, Microsoft Software, Visual Technology, Peripherals, Information Technology, User Accounts
- **Published:** September 12, 2026
- **Apply:** https://www.careerboard.com/gb/en/find-jobs-in-United-Kingdom/-6519FDC9857ED498E8/

## About the Role

Cardinal Newman College is a wonderful place to work, and this is an exciting opportunity for a customer focussed and enthusiastic candidate to join our friendly and well established team.

The IT Services department is looking for someone who is technically capable, customer-focused and a methodical problem solver who communicates clearly, stays calm under pressure and sees work through to resolution. Experience supporting end-user technology is essential; knowledge of Microsoft technologies, endpoint management, IT Service Management, classroom technology or education is advantageous. Reliability, organisation, initiative, teamwork and a commitment to learning are equally important.

You should display the values, attitudes, and behaviours consistent with the Catholic Ethos of the College and have a commitment to equality and diversity and the safeguarding of young people and vulnerable adults.

## Description

The main duties and responsibilities of this role include:

The Service Desk Analyst provides professional, responsive and customer-focused first and second-line technical support across Cardinal Newman College and Lancaster University School of Mathematics. Working within the Service Desk & End-User Support team, the postholder delivers support both through the IT Service Desk and in person across classrooms, offices and shared learning spaces.

This is a hands-on technical role. The postholder takes ownership of incidents and service requests from initial contact through diagnosis to resolution, investigating and resolving issues wherever possible rather than passing them on. Support is provided remotely where practical and in person where the fault is physical, urgent, or the teaching space is in use.

The role covers end-user devices, classroom and audio-visual technology, printing, user accounts and access, productivity and collaboration applications, connectivity and peripherals. Where an issue requires specialist infrastructure knowledge, elevated technical intervention, or relates to a wider-impact service issue, the postholder escalates it through the agreed IT Service Management process with appropriate ownership, handover and communication.