Falmouth Exeter Plus
Service Desk Analyst
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Service Desk Analyst
We are seeking an enthusiastic and customer-focused Service Desk Analyst to join our IT Service Desk team. The role will be primarily based at our Penryn Campus but will also require occasional support at the other campuses.
About the Role
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 utilizing 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.
Key Responsibilities
- Ensure all interactions with customers are logged, assessed and resolved without escalating to another team, where possible.
- Utilize knowledge provided by other technical support teams to resolve user issues.
- Identify emerging issues and escalate to the relevant area of the directorate.
- Provide excellent customer support experience during all interactions.
Ideal Candidate
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.
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Skills and Qualifications
- Technically minded
- Strong communication skills
- Ability to engage effectively with both students and staff
- Previous experience in a Service Desk or customer-facing support role
- Good working knowledge of Windows operating systems and Microsoft 365 applications
- Experience with macOS would be advantageous but is not essential
- Proactive and flexible approach to problem-solving
- Remain calm under pressure
- Committed to providing a high standard of customer service
Preferred Experience
- Experience troubleshooting basic hardware, software, and network-related issues
- Understanding of Service Desk methodologies and processes, including ITIL principles, triage, and escalation procedures
- 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
Job Details
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.
Contact: recruitment@falmouth.ac.uk with any questions about the vacancy or to request an informal discussion before applying.
Closing Date: Sunday 4 October 2026
About Falmouth Exeter Plus
Falmouth Exeter Plus manages and delivers services at Falmouth, Penryn and Truro Campuses on behalf of Falmouth University and the University of Exeter. Working closely with the Falmouth & Exeter Students' Union (The SU) and the wider, universities partnership we support Higher Education learning and living, ensuring that the interests of all campus users are at the heart of everything we do.
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Benefits
As an employer of choice we can offer the successful candidate for this role a range of benefits, including:
- Employer Pension Contribution up to 10%
- 28 days + 8 days bank holiday
- Life Assurance
- Subsidised Sports Centre Membership (Gym & Fitness Classes)
- Enhanced Maternity/Paternity Pay
- Salary Sacrifice Car Scheme (Tusker)
- Salary Sacrifice Cycle Scheme
- Salary Sacrifice Home & Tech Scheme
- Vivup Lifestyle Discounts
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.
Equal Opportunities
Falmouth Exeter Plus welcomes and encourages job applications from people of all identities and backgrounds, particularly those under-represented and/or marginalised, as it is important we have a diverse range of candidates to consider.
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