service desk analyst Sheffield, England
Job description
Title: Service Desk Manager
Location: Sheffield
Full time, permanent
Salary: £40,000 to £45,000
Tes is an international provider of digital solutions, which is 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:
The Service Desk/Desktop team are key to delivering a stable and functional desktop environment to support TES employees in the London, Sheffield and several remote offices within the TES business.
As part of the Service Desk/Desktop support team, you will have exposure to a wide range of technologies and processes. The role will encompass, first line interaction with customers, managing service requests and escalating incidents to third line teams when necessary and managing stakeholders to help resolve complex problems in conjunction with third parties.
You will have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.
Ultimately, you should be able to ensure high quality technical support and drive continuous improvement of the function with customer focus at it’s core. High quality support to affect a positive outcome in everything the team does with ensuring the right resource is utilised to resolve queries effectively and efficiently.
The teams within the Operational department have been setup to open up opportunities and increase the breadth and depth of options for professional development. As well, as create an environment where team working is part of the everyday workload.
Key Responsibilities:
- Analyse performance of Service Desk/Desktop activities to identify any problem areas
- Appraise Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
- Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams
- Ensure effective support is provided across key business working hours via shift patterns
- Build operational capability
- Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity
- Collaborate on policies and standard operating procedures with IT Operations Management
- Liaise with key stakeholders to understand business support requirements and affect change if required to policies and procedures
- Point of contact for projects with IT operational impact
- Vendor management for IT procurement
What will you need to succeed?
- At least 3 years experience in a similar management role
- ITIL Foundation qualification desired but experience working in an ITSM environment useful
- Must have strong technical skills across a wide breadth of Desktop technologies
- Experience of supporting and administering Azure Environments
- Exposure to Mac MDM solutions such as Addigy
- Proactive in suggesting new ideas that simplify or accelerate the delivery of technology solutions
- Must have a customer service mentality
- Maintain a positive and proactive attitude
- Foster good working relationships with other technology teams and business units
- 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
- Hybrid working, 3+ days in the office
- Health care cash plan
- 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 powers schools and enables great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.
For more than 100 years, we’ve supported schools and been a champion of great teaching. As education is changing, so are we. We’ve grown to provide a wide range of products to help schools and students flourish.
We work together with teachers and schools to build trusted education solutions that help them to be the best they can be. From safeguarding and compliance, to staff and pupil management, and professional development and SEND provision, our innovative and flexible services help teachers and school leaders worldwide to provide the best education to millions of children.
Tes has over 13m teachers in its online community and working relationships with 25,000 schools in over 100 countries. 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 organisation 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
Job Type: Full-time
Salary: £40,000.00-£45,000.00 per year
Schedule:
- Monday to Friday
Work Location: Hybrid remote in Sheffield
