Service Desk Analyst

Title: Service Desk Analyst

Department: IT Operations

Location: Sheffield

Contact Type: Full time, permanent

Salary: Up to £26,000 per annum

Tes is an international provider of software-enabled services passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions. 

Role overview:

Reporting to the Service Desk Manager the Service Desk Analyst is key to the delivery of technical support services to Tes.

As part of a team with wide range of responsibilities and skill levels, you will be exposed to a wide range of technologies and processes. The Service Desk Analyst will work across 1st line interaction with customers managing service requests and incidents through to 3rd line resolution of complex problems in conjunction with 3rd parties.

The structure of this team is designed to open up opportunities to increase the breadth and depth of options for professional development as well as create an environment where team working is part of the working day as well promoting individual technical expertise.

Key Responsibilities:

• Provide 1st line support and resolve problems to the end user’s satisfaction.
• Monitor and respond quickly and effectively to incidents and requests received through the IT Service Desk via different channels (Phone, Email, Portal, Teams)
• Monitor the Service Desk system for tickets assigned to the queue and process first-in first-out based on priority.
• Responsible for accurate collection of information relating to tickets raised and logged within Service Now and allocating them accurately.
• Ensure all incidents and requests are dealt with within agreed SLA’s
• Escalate P1 and P2 issues to the Major incident manager as appropriate.
• Complete internal desk moves as required.
• Ensure that a high level of customer service and support is provided to all customers.
• Ensure all hardware and software inventories are kept up to date.
• Ensure meeting rooms and conference systems are configured correctly and working.

What will you need to succeed?

Experience

• To be able to respond to IT-related queries via phone, email, chat, or ticketing systems.
• Resolve common issues like password resets, software installations, and printer troubleshooting.
• Manage user accounts in Active Directory (AD) (modifying, disabling users).
• Troubleshoot Microsoft 365 issues (Exchange, Teams, OneDrive, Outlook).
• Supporting users with remote access tools like TeamViewer

Skills

• ITIL is desirable but not essential
• Must have a customer service mentality
• Proactive in suggesting new ideas that simplify or accelerate the delivery of technology solutions
• Take responsibility for decisions and the quality of work
• Maintain a positive and proactive attitude
• Foster good working relationships with other technology teams and business units.
• Demonstrable ability to prioritise and multitask
• Must possess strong communication skills both verbal and written.
• Able to demonstrate strong time management skills

What do you get in return?

• 25 days annual leave rising to 30
• 5% pension after probation
• State of the art city centre offices
• Access to a range of benefits via My Benefits World
• Discounted city centre parking 
• Free eye care cover
• Life Assurance
• Cycle to Work Scheme
• EAP (Employee assistance programme)
• Monthly Tes Socials
• Access to an extensive Learning and Development menu

Who are Tes?

Tes has been supporting the education sector for over a century, growing and changing alongside the evolution of education. Today, Tes is focused on providing digital solutions to support school leaders and teachers with wellbeing, continuous professional development, safeguarding, SEND provision, flexibility through timetabling, and pupil behaviour management. 

Our Vision is to power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education. 

Tes has over 13m teachers in its online community and working relationships with 25,000 schools in over 100 countries. Tes helps schools find the teachers they need via a range of recruitment solutions; brings new teachers into the profession through initial teacher training; provides teachers with continuous professional development and world class safeguarding training. It also offers a range of expert tools for the classroom from timetabling, SEND provision, and behaviour management solutions to dynamic staff surveying and wellbeing tools. Tes brings educators together online so they can share expertise and teaching resources and it provides them with vital information, research and analysis about education via its fully digital Tes Magazine. 

Tes is a global company employing over 600 people and operating across 10 offices, including in London, Sheffield, Hong Kong, Sydney, and Dubai. 

We are proud of our people centric culture where everyone is driven to achieve the same goal. We are an agile organization striving for continuous improvement. We invest in our people with extensive learning and development opportunities and support our colleagues with various mentoring and career enhancement programmes.

Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin or on the basis of disability.  We invite applicants to contact us directly to identify any additional support required.

www.tes.com/tesglobal