Job title: Service Desk Support Analyst (Tier 2)
Location: Reading (hybrid working, 3 days a week on site)
Job type: Permanent, Full time, 35 hours per week
Working Hours: 8:30 – 16:30
At Education Development Trust, we are dedicated to delivering outstanding, sustainable education solutions. We are looking for a passionate and customer-focused Service Desk Support Analyst (Tier 2) to join our dynamic Digital, Data & Technology team. If you thrive in a fast-paced environment and have a knack for solving IT issues, we want to hear from you!
As a Service Desk Support Analyst (Tier 2), you will play a crucial role in providing responsive first and second-line support by phone and email. Your goal will be to achieve a first-time fix through efficient and customer-focused IT service to all Education Development Trust staff, ensuring adherence to all Service Level Agreements (SLAs).
What You'll Be Doing:
Every day will bring new challenges and opportunities to make a difference. You will:
- Be the First Line of Defence: Respond to calls and emails for assistance, logging all calls using our Call Logging System. Your goal is to resolve support calls from all Education Development Trust staff, including those in remote offices and home-based users.
- Provide Immediate Solutions: Offer first-time fixes over the phone or by remote access and provide deskside support for office-based staff and visitors.
- Prioritise and Delegate: Manage and prioritise calls, assigning them to other teams if deeper technical assistance is needed.
- Ensure Satisfaction: Follow up on completed incidents to ensure staff are satisfied and receive a quality service that meets our Service Level Agreements (SLAs).
- Document and Share Knowledge: Categorise solutions to common problems and update the IT knowledge base to help your team and users.
- Manage Assets: Keep our asset database up to date, ensuring all new and moved equipment is recorded and tagged.
- Support New Starters: Set up new starters, user accounts, and computer profiles, and carry out IT inductions in the Reading office.
- Deploy Equipment: Install and deploy laptops and phones using Education Development Trust standard images.
- Collaborate with Contractors: Coordinate work with external contractors and suppliers to optimize time and resources.
- Maintain Security: Adhere to cyber essentials plus security accreditation and maintain security compliance.
What You Bring to the Table:
Knowledge and Skills:
- Essential: Thorough knowledge of Microsoft 365 and administration, including Intune, email filtering and security systems, Microsoft Active Directory user administration, and a wide range of mobility solutions and hardware.
- Desirable: Knowledge of the Azure Platform, ADSI edit, DNS, ITIL awareness, and Cyber-Security/data protection concepts.
Experience:
- Essential: A strong customer service background and experience working in an IT support capacity in a medium or large organisation.
- Desirable: Experience using an incident logging system and working to service level agreement targets.
Personal Attributes:
- Excellent customer service and telephone skills, especially under pressure.
- Analytical troubleshooting skills and the ability to think creatively to solve problems.
- Effective communication skills and the ability to work well in a fast-paced IT team.
- Self-motivation, effective time management, and a passion for continuous improvement and innovation.
Why Join Us?
- Be part of a team that values excellence, integrity, accountability, and collaboration.
- Opportunity to work in a supportive and innovative environment.
- Contribute to meaningful projects that make a difference in education.
A full list of job objectives and requirements can be found in the Job Description on our website.
If you are ready to take on this exciting challenge and make a positive impact, please apply now!
Deadline for applications: Friday 23 May 2025. Please note, we reserve the right to close our vacancies early if sufficient applications are received.
Interview details: This will initially involve a brief 30-minute informal chat with the hiring manager, followed by an invite to a formal interview on Wednesday 28 May.
How to apply: To be considered for this vacancy, applicants are required to complete and submit a fully completed application form through our website.
Salary & Benefits
Salary: £26,000 per annum FTE
Benefits include:
- 30 days holiday plus bank holidays (pro rota)
- 2 days of paid volunteering per year (pro rota)
- Pension Scheme
- Life Assurance
- Discounted gym memberships
- Health care cash plan
- Retail discounts
- Cycle to work scheme
- Wellbeing App
- Access to training portal to help support your own CPD
Education Development Trust is committed to safeguarding and promoting the welfare of children and adults whom we work with and come into contact with around the world. All applicants are subject to thorough screening and successful candidates are subject to the relevant level of criminal record checks with national police authorities or the UK’s Disclosure and Barring Service (DBS). This will be at minimum a basic DBS check.
At Education Development Trust, we strive to create a workplace where everyone feels valued, can be themselves and knows they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks. We’re committed to building a strong, diverse workforce and making Education Development Trust an inclusive place to work. If you have specific requirements or adjustments, please let us know if there is anything we can do to support your application. We are proud to be a member of the Disability Confident employer scheme.
We understand that artificial intelligence (AI) tools (such as ChatGPT) can be helpful when applying for jobs – especially for those who require additional support during the recruitment process. However, while you may decide to use AI tools for ideas or pointers, we request that you do not rely heavily on them when answering questions. We are looking for responses that are personal to you, including details and examples of your abilities and work experience to date, and we consider copying and pasting AI-generated responses to be a misuse of AI tools. Likewise, we do not use AI-driven recruitment screening software, because we value authenticity and prefer to make personal connections with our candidates. If you have used AI to support your application – including in emails and responses to questions – please disclose this on your application form. If you would like clarification on how AI can be used in your application to EDT, please contact the Recruitment team via the EDT website.