Job details

Job code:


Job title:

Service Desk Analyst (2nd Line)

Job description:

Experienced Service Desk Analyst required to provide second line support to various Primary and Secondary schools. This role will be based at a Secondary School in Peterborough 2-3 days a week with some travelling to School Sites in Lincolnshire and Derbyshire as appropriate or working from home.

The Service Desk Analyst will provide second line support to the supported Primary and Secondary schools and will work closely with the Head of IT and the school contacts to ensure the IT Service is being delivered according to the Service Level Agreement. The Service Desk Analyst will be required to visit their schools occasional to provide technical guidance to the first line Technicians.

Desktop & Application Support:
Ensure that all incidents and requests are logged appropriately
Ensure that incidents and requests are resolved within the target resolution time
Coordinate Incident tracking efforts and notification to Customers
Monitor progress of all incidents and requests against Service Level targets and respond promptly to customer requests
Escalate any incidents to the appropriate team as necessary and work with the Trust’s IT team including 1st and 3rd line support, project managers and other stakeholders to resolution
Carry out root cause analysis process for high-severity and repeat occurring incidents
Notify the customer on detection of a major incident affecting the service
Identify, resolve and/or document workarounds for desktop related problems.
Act as an escalation point for 1st line IT technicians
Line manage 1st line technicians
Ensure end user devices are imaged, updated, patched, secured, locked down as appropriate
Ensure all devices are fit for purpose and up to date with relevant software

Server, System & Network Support:
When required, provide support for LAN, WAN, server and other centrally managed infrastructure issues
Support the use of Office 365 and Azure tenant with the users
Design, implement and support an infrastructure to allow automated deployment of images and applications including all security settings etc. utilising MS Intune
Oversee the maintenance of hardware and software on the servers
Manage Antivirus, software updates/patches to ensure that the network is up to date and secure
Ensure all school sites have up to date software to ensure the seamless use of the wireless network

Configuration & Installation:
Ensure all compliance checks are being carried out in schools including: Acceptable Use procedures and records of installed hardware and software within the software library
Support other IT colleagues in the installation and repair of hardware
Ensure that new deployments and repairs are being fully tested

Continuity, Maintenance & Security:
Ensure any local backups are taken according to the policy and ensure all end user devices have up-to-date virus protection
Ensure regular Business Continuity tests are carried out and documented
Ensure schools keep up to date with their maintenance schedule
Plan, record and implement changes to hardware and applications

Service and Support Request Management:
Single point of contact for the Schools' IT contacts
Make sure all requests for new projects or purchases are reported to the Head of IT
Provide a senior level of support for complex requests and resolve or escalate to the appropriate level
Prepare reports on IT Service Key Performance Indicators
Ensure all tickets escalated to 2nd line are dealt with within the service level targets

Experience of line managing technical staff
Strong knowledge of Windows 10 and understanding of Windows Server 2019 Administration
Practical experience of supporting networks and Wi-Fi systems
Strong evidence of working in an on-premise and cloud hybrid environment utilising MS and Google based best of breed products
Excellent approach to customer service
Broad range of technical skills allowing
Excellent documentation skills
Excellent knowledge or experience of using a service management tool
Working in a school setting (desirable)

Successful candidate will undergo appropriate checks, including an enhanced DBS check.

Job sector:





Full Time (35 hours per week)


£29,439 - £30,151


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