Service Desk Analyst - Peterborough, United Kingdom - Understanding Recruitment

Understanding Recruitment

Verified Company

Peterborough, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Service Desk Analyst

Job Type:
Permanent, Full-Time (37 hours per week)

Salary:
£29,439 - £30,151

Location:
Peterborough

The Service Desk Analyst will provide second line support to the supported Primary and Secondary schools.

They 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 to provide technical guidance to the first line Technicians.

The post holder will take an active role in delivering the IT strategy, including installing and supporting all central and localsystems, ensuring compliance with the technical design standards across the estate.

Key Responsibilities:
Server, System & Network Support

Where asked by the Infrastructure team, provide support for LAN, WAN, server and other centrally managed infrastructure issues within the Academies.
Support the use of Office 365 and Azure tenant with the users
Work with the wider team on IT projects as required
Manage Antivirus, software updates/patches to ensure that the network is up to date and secure
Ensure all locally installed software or locally used cloud based systems are licensed appropriately

Health & Safety

Carry out risk assessments for Health and Safety for IT to ensure safety standards are met
Follow relevant H&S procedures and raise awareness among staff, pupils, and other users

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 ICT colleagues in the installation and repair of hardware
Ensure that new deployments and repairs are being fully tested

Continuity, Maintenance & Security

Ensure schools keep up to date with their maintenance schedule; manage efficient implementation of backup, virus protection and security procedures, including data protection policies

Service and Support Request Management

Manage and resolve all requests for support where possible, and if required escalate the ticket to 2nd line in a timely manner.
Carry out all necessary and expected investigations and document these investigations in the ticket before escalating to 2nd line.
Make sure all requests for new projects or purchases are reported to the Head of IT
Be proactive and investigate requests for support. Ensure steps are taken to find permanent solutions to problems

Internal Support Arrangements & External Contracts

Liaise with other ICT staff and external contractors to facilitate the resolution of service requests.

Personal ICT Development

Attend and support staff training sessions, to increase personal understanding of how ICT is used in specific contexts.
Read academy policy documents, schemes of work and curriculum plans; attend relevant meetings.
Read online and published materials about the educational use of ICT; attend relevant meetings.
Regularly access key ICT education web sites to keep abreast of changes and developments.
Maintain and extend personal expertise in specific areas of ICT to provide appropriate advice 44 and support Safeguarding children and young people