Service Desk Analyst

Service Desk Analyst Permanent Manchester: £24,700 - £27,000 Guildford: £25,700 - £28,000 Smart Hybrid Working Are you fed up of only being contacted when people have a problem with their computer? At AQA we have a Smart Bar in each of our offices, think Genius Bar but better. This is where you live. In fact, your proper job title in AQA is Service Desk and Smart Bar Analyst. You are central. Colleagues drop in to seek your expert advice and support or simply to say hello and talk about last nights telly. Do you want something more than just answering calls every day? You will be part of a team of 11 superheroes (6 in the Manchester office) who provide first line support across the whole business (4 different sites) - responding to daily queries via the smart bar, telephone and service desk portal - solving issues and problems but that is not all - oh no, far from it! As well as ensuring that approximately 1600 colleagues are able to create and run the GCSE and A Level exams - yes that is where you know AQA from - there are then another 1600 or so seasonal staff to supply and support. You may also be building laptops or ensuring that the meeting and conference rooms and office spaces are fully equipped and running smoothly. Is it fast paced? Let's just say, there is not much opportunity to sit down for long. It is not a remote role, you will be needed to man the Smart Bar generally 4 days in the office each week, sometimes 5 depending upon how many people need you. We are looking for someone with proven service desk experience, as the team is currently extremely busy and does not have the capacity to support entry level training. What's in it for me? a 35 hour working week 25 days annual leave (with additional office closure at Christmas) a fantastic pension (up to 18.5% total contributions) private medical insurance and a health care cash reward plan the opportunity to join lots of network groups (LGTBQ+, neurodiversity, disAbility, empowering women, wellbeing, ethnic minority and more) an onsite gym, yoga and games rooms and a subsidised café within an award winning newly refurbished office space a number of training and development opportunities are open to you, including ITIL for example involvement in various projects or continuous improvement collaboration with other teams throughout the business an awesome line manager (he made me add that bit!) and a really supportive, knowledgeable team. At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone, regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background, is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences. How do I apply? Read the full job description then upload your most recent CV with a cover letter explaining why you are the person we need. Interviews will be in the week beginning 25 May in the Manchester office (so that you can see where you will be working) Please note that the start date for the Manchester role will be as soon as possible and the start date for the Guildford based role will be in July 2026. All applications will be responded to. #CRE23