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Software Engineer
ICT Service Desk Analyst
Our vision is to become the UK’s most trusted provider of ICT support and Infrastructure Services to schools and other educational organisations—striving to set the benchmark for the education ICT sector through outstanding service delivery and excellence.
We aim to be the trusted ICT partner schools rely on, combining reliable support with long-term relationships to ensure seamless service for all educational technology needs.
About the Department
The Service Delivery Department offers a comprehensive range of support options, including:
- Unlimited telephone and remote-access support from Service Desk Analysts
- Regular or continuous onsite support from Field Support Engineers for maintenance checks and overall ICT infrastructure upkeep
Job Purpose
Information and Communication Technologies (ICT) is recognised as a “major tool for building knowledge societies” and a key enabler for reimagining and redesigning educational systems and processes to deliver high-quality education for all.
The Service Desk Analyst plays a pivotal role in supporting this transformation by:
- Developing and implementing strategies to maximise the use of ICT in new teaching methods
- Assisting teachers in integrating ICT effectively within teaching and learning processes
Key Responsibilities
- Remote Support: Deliver targeted support to customers as needed
- Ticket Management: Process and manage incidents raised by the IT monitoring system via a dedicated tracking solution
- Incident Resolution: Investigate customer-cλαβεged reports, conduct diagnostics, identify issues, and apply solutions
- Escalation & Follow-Up: Monitor resolution progress and ensure customer satisfaction at high standards, escalating incidents if necessary
- Internal Collaboration: Build and maintain relationships with technical colleagues and third parties
- Support Level Adherence: Comply with all Service Level Agreements (SLAs)
- Problem Resolution: Proactively manage workload and transfer issues as required
- Quality Improvement: Exceed customer expectations by consistently demonstrating service excellence
- Continuous Learning: Invest in personal development through relevant qualifications and ongoing training
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Person Specification
Key Skills & Experience
- Strong customer service background
- Preferable prior experience in Education ICT sector
- Proven track record working in IT Service Desk, Help Desk, or similar support environments
- Qualifications such as MCSA or MCITP would be beneficial
- Deep expertise in Windows operating systems (7, 8, 10)
- Exceptional PC troubleshooting skills and broader problem-solving ability
- Mandatory experience in configuring, supporting, and maintaining Windows Server OS (2003 to 2012 R2)
Specialised Technical Knowledge
- Active Directory: Setup, maintenance, and troubleshooting of Group Policy, DNS, DFS, and DHCP across mixed infrastructures
- Virtualisation: In-depth understanding of virtualised environments, proficient in VMware and Hyper-V
- Networking Fundamentals: Strong grasp of the networking stack, TCP/IP, and subnetting principles
- Backup Solutions: Experience with a range of backup products, including VM-level solutions like:
- BackupExec
- Veeam
- AppAssure
- Deployment Solutions: Experience with Windows Deployment Services (WDS)—advantageous knowledge of MDT and/or Systems Center Configuration Manager (SCCM)
- Managed Wireless: Familiarity with advanced wireless solutions, including:
- 802.1X security
- Guest/BYOD networks
- Experience with Ruckus systems beneficial
- Mobile Device Integration: Proficiency in supporting iOS and Android devices within Windows)-based networks
- Cloud & Office 365 Experience: Knowledge of Office 365 beneficial and any cloud-based solutions
- Web Filtering: Experience with:
- LGFL, Smoothwall
- Sonicwall, Websense
- Antivirus & Security: Familiarity with Sophos Enterprise Console and other managed antivirus systems
- Industry Awareness: Ability to keep abreast of developments relevant to the education ICT sector
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Personal Attributes
- Demonstrates a strong professional ethos
- Possesses clear written and verbal communication skills across all levels
- Understands the drivers of organisational success
- Collaborative with strong teamwork and cross-departmental working skills
- Proactive, results-driven mindset
- Solutions-oriented with robust problem-solving abilities
- Highly detail-oriented and organised
- Excellent time management, planning, and control abilities
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