Junior Service Desk Analyst

London, United Kingdom

Full time - Entry Level

Technology

The Opportunity

Are you the kind of person who loves solving everyday tech puzzles and helping people get the most from their devices? We are looking for a Junior Service Desk Analyst to be the friendly first point of contact for technology support at Hult International Business School’s London Postgraduate Campus.

You will join an international support team and provide front‑line assistance to a campus community of 800 plus students, faculty, and staff.

The ideal candidate will bring a winning combination of knowledge and passion for technology, software, and exemplary customer service. You will have a solid technical foundation and the ability to translate complex tech issues into user-friendly support. You will play a key role in triaging and resolving technology-related issues, ensuring that day-to-day support is delivered effectively and with empathy. You will collaborate closely with the wider IT team and vendors to resolve issues promptly and keep our community running smoothly. We’d also like to see an interest in how emerging technologies like AI are shaping both IT support and learning environments.

The role reports to the London Campus Technology Manager with support from the Global IT Service Manager.

This opportunity represents a unique chance to work for a global business school while enjoying the atmosphere of a small team in an environment that thrives on innovation and collaboration. It also offers the chance to influence standards and procedures while breaking down technical barriers for the wider London campus community. We actively encourage process improvement, automation, and personal development as part of the role. Ultimately, it’s a meaningful way to support others and directly contribute to an exceptional student experience.

Primary Roles & Responsibilities (not exhaustive)

Provide first‑line (1st Tier) technical support for students, staff, and faculty, logging all work in our service management platform (Salesforce ServiceCloud).
Triage, resolve, or escalate incidents and service requests to Global technology teams or our external AV/infrastructure vendor in line with defined SLAs.
Support campus learning‑space technology at an operational level (e.g., routine projector checks and basic troubleshooting). Escalation support for complex AV faults and infrastructure issues will be provided through a local partner.
Install, configure, and support end‑user devices (Windows, macOS, iOS, Android, printers, peripherals).
Supporting core software solutions (Canvas, Salesforce, Office 365, Dialpad, and more).
Create and maintain knowledge‑base articles, FAQs, and how‑to documents to encourage self‑service.
Be visible, flexible, and accountable while providing excellent customer service.
Be available to work on weekends or in an on‑call rota during peak academic periods.
Promote digital literacy by delivering short orientations and ad‑hoc training sessions for faculty, students, and staff.
Interest in staying current with technology trends, including the impact of AI, and a willingness to grow technical knowledge over time.
Track loaner equipment and coordinate warranty repairs with suppliers.

Values & Skills

You believe in a global education and embrace cultural diversity in your school.
Insist on the highest service standards in order to provide students with a transformational business education.
Your key stakeholders trust and respect you.
You are a team player and can work cross‑functionally and collaboratively.
You are results‑driven and hands‑on. You believe nothing is impossible with the right attitude and a little entrepreneurial spirit.
You thrive under pressure and enjoy a fast‑paced work environment.
You embrace a “customer first” mindset and communicate technical information in plain language.
You are flexible to work on weekends as needed.

Candidate Profile

Diploma or Bachelor’s degree in IT related field (or equivalent experience) and/or 1‑3 years in a service desk or desktop support role.
Extensive hands‑on knowledge of Windows, macOS, Chromebook, and mobile (iOS, Android) operating systems.
Clear, concise communication and excellent interpersonal skills.
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