1st Line Service Desk Analyst

Reference number: JR248545

Location: Hybrid working - home and our office at Universal Square, Manchester

Working pattern: Full Time, 37.5 hours per week

Contract Type: Permanent

Number of roles: 1

Grade: IT1B

Salary: £29,000-£34,000

We are looking for a 1st Line Service Desk Analyst to join our team.

Role Summary

You will help us to create success for our learners, candidates, clients and colleagues by providing a high quality, innovative and efficient IT service that delivers technology to support Kaplan's business goals.

As the 1st Line Service Desk Analyst, you will:

• Assist in the delivery of the support service to help address any IT issues and ensure smooth business operations
• Provide IT services and IT equipment that are available, reliable performant and error free
• Provide 1st level IT support to staff

This is an excellent opportunity for someone who may be currently working as a 1st Line Service Desk Support, who is looking to expand their skills and build their career with an industry leader.

What you’ll bring to the role

This role will suit a customer focussed and service driven individual, with excellent communication skills both written and verbal and an ability to communicate with staff at all levels.

• Familiarity with service desk systems and tools
• Minimum 1-2 years experience of supporting Microsoft Windows operating systems
• Experience Customer service in a technical environment
• Working knowledge of a range of diagnostic utilities
• IT qualifications gained through formal college studies or personal studies are desirable
• Excellent analytical and listening skills
• Flexibility to work in a shift pattern and flexibility to work extended hours
• Strong knowledge of customer care techniques and processes

What we do

Kaplan Professional is a leading provider of apprenticeships, accountancy / tax / finance & banking courses, and professional assessments. For almost 80 years, we've helped shape the development and careers of finance professionals.

We are part of the Kaplan group, one of the world’s largest and most diverse education and assessment providers. We operate in over 30 countries and maintain relationships and partnerships with more than 1,000 school districts, colleges and universities, professional bodies and over 10,000 businesses. Our vast breadth and scope in terms of both capabilities and assets sets us apart.

What we believe in

Our goal is for Kaplan to be a great place to work where everybody can succeed, so we truly live and breathe our values: act with integrity, grow knowledge, empower & support, create opportunity, drive results together.

Kaplan is a global organisation whose mission is rooted in providing equal access to education and opportunities for advancement to people of all backgrounds. We believe diversity, equity and inclusion - of culture, experiences, perspectives - are paramount to creating success and opportunity in an ever-changing world. As an educator, partner and employer, Kaplan is committed to promoting an equitable world in which diverse talent can develop, advance and thrive.

Our Values

We live, breathe and celebrate our values - they drive what we believe in, how we behave and guide us in creating a culture of success.

• Act with integrity

• Empower and support

• Create opportunity

• Grow knowledge

• Drive results together

What we offer

As well as a competitive salary, transparent pay structures, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:

• 28 days annual leave + option to purchase more

• Season ticket loan and cycle to work scheme

• Big discounts on Kaplan courses for you and your family

• Private medical, income protection, and life insurance

• 24/7 confidential helpline providing counselling and other support services

• Company pension contributions

• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels

How to apply

To apply for this role please submit a CV along with a Cover Letter detailing how you meet the requirements of the role no later than 11pm on Monday 29th September 2025. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.