Service Desk Analyst
Full time, permanent
Salary up to £18,000 – £19,000 per year
Who are Tes?
Tes Global is a global digital education company that has been supporting educators for over 100 years. We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.
With more than 13.7m education professionals and enthusiasts in our online community using over 900k classroom resources and working relationships with 25,000 schools in over 100 countries, we have the scale to make a difference. Our innovative products and services are delivered through a range of partners across the globe. We help schools find the teachers they need; we bring new teachers into the profession through initial teacher training; we provide teachers with continuous professional development and help educators with safeguarding training and compliance. We provide innovative tools to help teachers succeed in the classroom as well as bring educators together online, so they can share expertise and provide them with vital news and information about education.
We are leaders in using digital technology to make life easier for schools and teachers. The services offered through (url removed) play a critical role in helping teachers and school leaders deal with the challenges of providing high quality education to millions of children across the globe.
Reporting to the Service Desk Manager the Service Desk Analyst is key to the delivery of technical support services to TES Global.
As part of a team with wide range of responsibilities and skill levels, you will be exposed to a wide range of technologies and processes. The Service Desk Analyst will work across 1st line interaction with customers managing service requests and incidents through to 3rd line resolution of complex problems in conjunction with 3rd parties.
The structure of this team is designed to open up opportunities to increase the breadth and depth of options for professional development as well as create an environment where team working is part of the working day as well promoting individual technical expertise.
Key role responsibilities:
Provide 1st line support and resolve problems to the end user’s satisfaction.
Monitor and respond quickly and effectively to incidents and requests received through the IT Service Desk via different channels (Phone, Email, Portal, Slack)
Monitor the Service Desk system for tickets assigned to the queue and process first-in first-out based on priority.
Responsible for accurate collection of information relating to tickets raised and logged within Service Now and allocating them accurately.
Ensure all incidents and requests are dealt with within agreed SLA’s
Escalate P1 and P2 issues to senior engineers as appropriate.
Complete internal desk moves as required.
Ensure that a high level of customer service and support is provided to all customers.
Ensure all hardware and software inventories are kept up to date.
Ensure meeting rooms and conference systems are configured correctly and working.Education and experience requirements:
Must have a customer service mentality
Proactive in suggesting new ideas that simplify or accelerate the delivery of technology solutions
Take responsibility for decisions and the quality of work
Maintain a positive and proactive attitude
Foster good working relationships with other technology teams and business units.
Demonstrable ability to prioritise and multitask
Must possess strong communication skills both verbal and written.
Able to demonstrate strong time management skillsWhat do you get in return?
25 days annual leave rising to 30
5% pension after probation
State of the art city centre offices
Access to a range of benefits via My Benefits World
Discounted city centre parking
Free fruit delivered to the office weekly
Free breakfast cereals
Free soft and hot drinks
Free eye care cover
Free Westfield Health cover
Cycle to Work Scheme
Season Ticket Loan
EAP (Employee assistance programme)
Paid for monthly nights out
Access to an extensive Learning and Development menuWe are proud of our people centric culture where everyone is driven to achieve the same goal, to support and connect teachers and schools worldwide, helping them to improve children’s lives through education.
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
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