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IT Service Desk Analyst

2 months ago

Monks Risborough, Buckinghamshire, United Kingdom Turn IT On Full time

Job Summary

We are seeking a highly skilled and motivated Technical Support Specialist to join our Service Desk team at Turn IT On. As a key member of our team, you will provide technical support to our school users remotely, working within our escalation process to ensure timely resolution of tickets.

Key Responsibilities

  • Provide second-line support for schools, delivering outstanding levels of customer service and support.
  • Liaise across 2nd/3rd line teams to resolve technical issues.
  • Support and mentor 1st line team members by providing guidance and instruction on resolving technical queries.
  • Proactively respond to ICT emergencies to minimize downtime.

Requirements

  • Excellent communication skills, both written and oral, to effectively communicate with technical and non-technical end users.
  • A proactive and motivated approach to customer service, with a focus on delivering exceptional results.
  • Logical and structured problem-solving skills to resolve complex technical issues.
  • Strong technical troubleshooting skills, with the ability to work collaboratively with third parties to resolve software/hardware issues.
  • Flexible and adaptable, with a friendly and approachable demeanor.
  • Excellent team player, with the ability to work independently and plan own time effectively.

Technical Skills

  • Experience with server failures and system rebuilds.
  • Knowledge of system backup and configuration, including cloud and onsite solutions.
  • Management of Windows domain networks, DHCP, DNS, ADFS.
  • Hyper-V configurations and troubleshooting.
  • General issues with client devices, including laptops and PCs.
  • Setup, configuration, and maintenance of cloud-based systems, including Office 365 and Google Workspace.

What We Offer

  • A competitive salary between £25,000 - £29,000, negotiable for the right candidate.
  • A comprehensive benefits package, including a pension scheme and employee recognition platform.
  • The opportunity to work with a leading provider of ICT services to schools, with a strong focus on customer satisfaction.

About Turn IT On

Turn IT On is a leading provider of ICT services to schools, with a strong focus on customer satisfaction and a commitment to safeguarding and promoting the welfare of children and young people. We put schools and their needs first, taking care of all their technological needs so that they can get on with teaching and learning.