Technical Service Desk Analyst – 3rd-Stevenage, Herts-£30K to £35K-Closes 29/05/19

[Joythi]

Herts for Learning - Technical Service Desk Analyst – 3^rd Line

Benefits: 28 days annual leave excluding bank hols (rising to 31 following five years’ service), Performance related bonus, Childcare voucher salary sacrifice scheme, Pension scheme (10% employer contribution), Herts Rewards (discounts and cashback offers), Learning and development opportunities and many more benefits.

Contract: Permanent – fulltime at 37 hours, 52 weeks per year

Working Pattern: Monday to Friday only between 8am and 5pm

Salary: £30,000 - £35,000 (dependent on experience) p.a. plus annual performance bonus

Location: Head Office – Stevenage.

 

This role involves working alongside the wider Service Desk team in Stevenage to provide excellent customer service to the majority of the schools and academies within Hertfordshire (approx. 520) and, some out of county.

 

Main areas of responsibility

You will be the point of escalation for complex technical issues along with being an inspiring leader to a team of 1st and 2nd Line Analysts within a busy environment.

 

• To provide IT support to ICT Services customers via telephone, email and the ICT Service Desk Portal. Work to a very high standard to achieve SLA/KPI benchmarks
  
• Maintain and update ICT Service Desk ITSM, adhering to our policies and procedures and keeping the end user up to date at all times
  
• Creation and upkeep of all relevant documentation
  
• Support and mentoring for two 1st and 2nd Line colleagues in a busy environment - with an average of 60 tickets per day
  
• Be the escalation point for complex technical issues and problems for customers.
  

Training will be provided, however previous relevant experience will be required of working in a senior IT support position demonstrating excellent customer service skills.

 

Person Specification

We are seeking a proactive and highly technical individual who is able to coach and mentor colleagues whilst developing their own skills set and technical knowledge.

Previous 3^rd Line experience in an ITIL Service Desk environment is desirable, however it is essential that you have high level, hands on working knowledge of Windows Server 2008 - 2019 (building, installing, migrating, deploying and supporting). A keenness to learn new skills is a must as you will be exposed to a lot of different technologies.

 

• Willing to investigate and learn new technologies, including keeping up to date with current solutions
  
• Able to work under pressure in a demanding environment with minimum supervision
  
• Ability to mentor, train and support junior colleagues
  
• The following technologies are used by the schools we support so knowledge and experience of the following would be useful:
  

- Microsoft server and desktop (installation, configuration and support)

- Server and workstation hardware (including virtualisation)

- Networking (LAN switching and routing)

- Cloud technologies (O365, Google for Education, backup)

 

• Excellent listening, coaching and problem solving skills
  
• Very good administrative abilities to log activities accurately in a timely manner
  
• ITIL awareness
  
• ITIL Qualification (desirable)
  
• Some experience of supporting the installation of the Capita Sims software (desirable)
  

 

If you want to know more then check out the job outline job_outline_technical_service_desk_analyst_3rd_line.pdf or visit us here https://www.hertsforlearning.co.uk/a.../join-our-team

If you have any queries or want to further discuss this opportunity, please contact Daniel Cowan or Jenny Collins on 01438 844777 (option 1, then option 3).

Ready to apply...send a cover letter along with a detailed CV to [email protected]

We would love to hear from you.

 

Closing Date: Wednesday 29th May 2019 at midnight

Telephone Interview Date: Wednesday 5th June 2019

*Interview Day: Monday 10th June 2019

*In the event you are shortlisted, please ensure you are available for the Interview date stated above.