Endpoint Service Desk Analyst

About the role:

This is an onsite role based on university campuses across 3 close-by locations in South Wales, giving you the chance to work directly with users and become a valued part of the university support community while staying connected to the wider technical team.

Core hours will align to university service desk requirements, with support during important periods such as teaching, enrolment, examinations and events. You will be joining a role where your work has a visible impact on students, staff and day-to-day campus life.

The Endpoint Service Desk Analyst is responsible for providing first-line technical support for Endpoint Device and Application Management to students, staff and stakeholders within the University which is a managed service across five campuses. You will collaborate with the USW Frontline team to provide first-line support for Intune-managed Windows devices, Company Portal applications and Autopilot user journeys. Investigate incidents using agreed procedures, resolve routine issues and escalate complex cases with clear evidence.

Working as part of the Technical Services team, you will act as a key first point of contact for users, delivering friendly, professional and timely support for endpoint device and Application management. The role works closely with the Service Desk Delivery Manager, Technical Team Lead, existing frontline support teams and USW IT stakeholders to maintain a reliable and positive user experience.

The role is expected to balance excellent customer service, effective ticket management, clear communication, accurate documentation and appropriate escalation, while contributing to first contact resolution and agreed service levels.

You will be responsible for:

First-Line Support and Ticket Management for Endpoint Device and Application Management

· Log, categorise, prioritise and update incidents and requests in Freshservice.

· Take ownership of assigned tickets, provide clear user updates and work within agreed service levels.

· Escalate complex issues to the endpoint engineer or team lead with error messages, logs and checks completed.

Intune Device and Application Support

· Check device enrolment, licence assignment, connectivity, synchronisation and management status using approved access.

· Investigate non-compliance and explain required actions to users without bypassing security controls.

· Troubleshoot Company Portal installation failures using documented checks and collect evidence for engineering escalation.

· Support Windows update issues, including restart requirements, connectivity and device check-in.

· Guide users through approved Autopilot setup and reset processes; escalate provisioning failures.

Service Desk Processes and Knowledge Management

· Follow incident, request, problem, change and escalation processes.

· Maintain accurate ticket notes and contribute practical knowledge articles for recurring issues.

Operational Support

· Coordinate with university IT and third-party application providers where specialist support is needed.

Security and Compliance

· Report suspected endpoint compromise promptly and follow the agreed security incident process.

· Support approved patching and vulnerability remediation tasks under engineering guidance.

· Use least-privilege access and obtain authorisation for changes.

Continuous Service Improvement

· Highlight recurring incidents and gaps in documentation.

· Contribute to service reporting and improvements in first-line resolution.

This is a varied, user-focused role where you’ll have the opportunity to develop your technical skills, work collaboratively with experienced IT teams and help improve the overall support experience.

Key Skills:

· Practical experience in first-line IT support and Windows device troubleshooting.

· Working knowledge of Microsoft Intune, Entra ID, Company Portal and MFA.

· Ability to investigate enrolment, compliance, application and Windows update issues using runbooks.

· Awareness of Windows Autopilot and confidence guiding users through standard provisioning.

· Strong customer service, confident using ITSM/service desk platforms to log, prioritise and manage tickets through to resolution.

· Understanding of incident, request and escalation processes.

· Microsoft Defender for Endpoint, Patch My PC, SCEPman, Azure Virtual Desktop/DaaS, application virtualisation or mobile device management experience.

· Good understanding of Microsoft Entra ID, MFA, endpoint management, incident and request management.

· Excellent troubleshooting and problem-solving skills, with the ability to follow procedures, make informed decisions and escalate appropriately.

· Strong customer service and communication skills, with a professional and user-focused approach.

· Highly organised, with strong attention to detail and the ability to manage competing priorities in a busy support environment.

· Team-oriented and adaptable, with a willingness to learn, develop technical knowledge and contribute to continuous improvement.

Desirable:

· Previous experience in End User Support, IT Desktop Support or a similar technical support role.

· Higher Education experience.

· Strong knowledge of Windows 11, Microsoft Intune and Microsoft Entra ID, with experience troubleshooting desktop, account, application, access, network and printing issues.

· Relevant certifications such as MD-102, ITIL Foundation or Azure/Microsoft Security certifications are also advantageous.

Why Academia?

At Academia, we are redefining the landscape of IT services across education, business, public sector and nonprofit sectors. As an innovative and rapidly expanding technology company, we’re not just a supplier-we’re a trusted partner to thousands of clients nationwide.

With over 20 years of expertise, double-digit growth, a team of 300+ professionals and revenues exceeding £150 million in FY26, we’ve earned a reputation as a top-tier IT solutions provider. Our dedication has been recognised with prestigious industry accolades, including the coveted CRN Reseller of the Year award.

Our ethos is simple: by delivering outstanding technology and ensuring it works seamlessly, we empower our clients to maximise their tech investments. Their IT success is our business.

We foster a culture rooted in our people, teamwork, innovation, integrity, ambition and a commitment to exceptional customer service. Backed by Strive Capital since 2020, we’re continuously expanding, exploring new frontiers with a strong financial and strategic foundation.

Our dedicated Lifecycle Services division exemplifies our promise to sustainability, offering comprehensive IT lifecycle solutions that reduce environmental impact.

At Academia, you’ll find more than just a job-you’ll find an opportunity to be part of one of the UK’s most exciting tech success stories. If you’re passionate about technology, eager to make an impact and ready to grow with a dynamic, supportive team, we’d love to hear from you.

For more information on opportunities with Academia, visit our website.

Benefits

Here is a sneak peak at some of our employee benefits;

· Gym membership contribution

· Health Cash Plan

· Increased annual leave with length of service

· Free annual leave on your birthday

· Length of service bonus

· Free Will Writing service

· And more!