IT Service Desk Analyst Vacancy

Reference: WORC000000216
35 hours per week
£15,022 - £18,271 per annum
IBS Schools, Malvern Court, Worcester

IBS Schools, Worcestershire County Council's ICT support team for schools, provides ongoing ICT support to 239 schools, colleges and academies throughout Worcestershire.

We are committed to providing first class support across a number of IT areas. We keep up-to-date with the latest initiatives and relevant technological developments and continually revise our services to meet local and national requirements.

Our objectives are to advise and support schools and academies and help them increase the achievement of all pupils by maximising the impact of the use of IT.

We are a well established team looking to recruit someone into the position of IT Service Desk Analyst. This is a brilliant opportunity for an enthusiastic individual to join our team - you will have the chance to join a strong, supportive team and develop your ICT skills. We invest in our staff and our aim is to make a positive difference to the teaching and learning of young people.

The role

The role includes ensuring that calls for support are logged and dealt with promptly and appropriately, the call logging system is kept up to date and that customers are kept informed of progress of all incidents. Providing first line IT telephone and remote support to customers for SIMS, other software used by schools and the range of hardware and peripherals installed in schools. Supporting school staff to enable them to complete statutory data returns and meet their own non-negotiable deadlines as appropriate; for example to meet the census data returns required by the DfE, or to enable data transfer of exam results from exam boards to schools. To provide on-site support in the form of overview training for new school administrative staff and to assist with holiday project installation work.

Key requirements

Key responsibilities of the post are:


  • To provide first line telephone and remote support to all school staff in the use of SIMS management information systems software, Microsoft© Office and other software and also to support the variety of desktops, laptops, printers, scanners, Microsoft© Windows operating systems, Apple related systems, etc. now prevalent in Worcestershire schools.
  • To log all relevant details of incidents in the Service Desk call logging system from information taken from customers via telephone, voicemail messages and emails and to action appropriately, resolving at first line, or redirecting and escalating to the appropriate member of the team.
  • To pro-actively provide information to customers on the progress of outstanding support calls in accordance with the KPIs agreed with customers within the Service Level Agreement with them.
  • To contribute to ensuring that the Service Desk system is kept up to date with details of all relevant information, that required information is passed on to appropriate teams and that customers are kept informed.


It is desirable that the post holder has the ability to travel to various locations within the county of Worcestershire.

To apply online please visit www.wmjobs.co.uk.


Closing Date: 24 November 2013

Interview Date: 2 December 2013