2nd Line Service Desk Analyst/Team Lead

Location West London
Discipline: Infrastructure & Support
Job type: Permanent
Salary: £40k per annum

​We have an excellent permanent, mainly home based, 2nd Line Support Analyst position available who will also be Team Lead for three other 1st Line Technicians. This will be working for a large school trust in the Thames Valley area with occasional travel to schools within Thames Valley and West London (all travel paid for). This is the ideal opportunity for someone who has solid 2nd Line experience looking to take a step into a path to management or a current 2nd Line Team Lead that wants a fresh challenge.

About the Company

The organisation serves over 8,000 children and young people in 16 schools across the East Midlands, London and Thames Valley. They are responsible for ensuring that the public money they receive to run the 11 primary schools and five secondary schools is used to drive the best possible outcomes for their pupils and students. They are a company limited by guarantee and an exempt charity. Their work falls into three broad areas of activity: school improvement, governance and operations.

About the Role

The 2nd Line Service Desk Analyst/Team Lead will provide second line support to the supported Primary and Secondary schools. They will work closely with the Head of IT and the school contacts to ensure the IT Service is being delivered according to the Service Level Agreement. There will be a requirement to visit their schools occasionally to provide technical guidance to the first line Technicians.

Reporting to the Head of IT, the post holder will take an active role in delivering the IT strategy, including installing and supporting all central and local systems, ensuring compliance with the technical design standards across the estate.

MAIN DUTIES & RESPONSIBILITIES:

Desktop & Application Support

  • To ensure that all incidents and requests are logged appropriately on the Service Management system

  • To ensure that incidents and requests are resolved within the target resolution time and are documented within the system.

  • Coordinate Incident tracking efforts and notification to Customers through the service desk; maintain regular communications until Incident resolution

  • Monitor progress of all incidents and requests against Service Level targets and respond promptly to customer requests for updates or resolution as appropriate

  • Escalate any incidents to the appropriate team as necessary and work with the IT team including 1st and 3rd line support, project managers and other stakeholders to resolution.

  • Perform trend analysis on the volume and nature of Incidents (to include identification of recurring Problems) in order to identify areas for improvement

  • Carry out root cause analysis process for high-severity and repeat occurring incidents

  • Notify the customer on detection of a major incident affecting the service or the ability to deliver service

  • Identify, resolve and/or document workarounds for desktop related problems. Instigate change requests where necessary

  • To ensure any calls escalated to the Third Line Infrastructure team have sufficient information to allow the 3rd line team to resolve tickets escalated to them.

  • To act as an escalation point for IT technicians

  • To ensure end user devices are imaged, updated, patched, secured, locked down as appropriate utilising the appropriate central system. Also, to ensure all applications are delivered automatically as well as ensuring up to date Anti-virus/malware is run on all end user devices.

  • To ensure all devices are fit for purpose and up to date with relevant software

  • Advise of compatibility of hardware, applications, and operating systems, as per user requirements

Server System & Network Support

  • Where asked by the Infrastructure team, provide support for LAN, WAN, server and other centrally managed infrastructure issues within the Academies.

  • Support the use of Office 365 and Azure tenant with the users

  • Work with the wider team on IT projects as required

  • Design, implement and support an infrastructure to allow automated deployment of images and applications including all security settings etc utilising MS Intune

  • Oversee the maintenance of hardware and software on the servers; set disk space and printer quotas; create network shares and manage access rights; monitor system logs

  • Manage Antivirus, software updates/patches to ensure that the network is up to date and secure

  • Ensure all school sites have up to date software to ensure the seamless use of the wireless network, cashless catering, door access control and CCTV, carrying out repairs if required

  • Ensure all locally installed software or locally used cloud based systems are licensed appropriately

Health & Safety

  • Carry out risk assessments for Health and Safety for IT to ensure safety standards are met

  • Follow relevant H&S procedures and raise awareness among staff, pupils, and other users

Configuration & Installation

  • Ensure all compliance checks are being carried out in schools including: Acceptable Use procedures and records of installed hardware and software within the software library

  • Support other IT colleagues in the installation and repair of hardware

  • Ensure that new deployments and repairs are being fully tested

Continuity, Maintenance & Security

  • Ensure any local backups are taken according to the policy and ensure all end user devices have up-to-date virus protection, counter-ransomware, and security procedures.

  • Ensure regular Business Continuity tests are carried out and documented

  • Ensure schools keep up to date with their maintenance schedule; manage efficient implementation of backup, virus protection and security procedures, including data protection policies

  • Plan, record and implement changes to hardware and applications; collate and interpret the results of testing and note any risk to systems

Service and Support Request Management

  • Be the single point of contact for the Academy IT contacts across your supported Academies.

  • Make sure all requests for new projects or purchases are reported to the Head of IT

  • Provide a senior level of support for complex requests and resolve or escalate to the appropriate level

  • Be proactive and investigate requests for support. Ensure steps are taken to find permanent solutions to problems

  • Prepare reports on IT Service Key Performance Indicators.

  • Ensure all tickets escalated to 2nd line are dealt with within the service level targets

Internal Support Arrangements & External Contracts

  • Liaise with other IT staff and external contractors to facilitate the resolution of service requests.

Personal IT Development

  • Attend and support staff training sessions, to increase personal understanding of how IT is used in specific contexts.

  • Read academy policy documents, schemes of work and curriculum plans; attend relevant meetings.

  • Read online and published materials about the educational use of IT; attend relevant meetings.

  • Regularly access key IT education web sites to keep abreast of changes and developments.

  • Maintain and extend personal expertise in specific areas of IT to provide appropriate advice and support

Safeguarding children and young people

  • The company is committed to safeguarding and promoting the welfare of children and young people. They expect all staff to share this commitment and to undergo appropriate checks, including an enhanced DBS check.

  • Ensure that any safeguarding software is up to date, running and student accounts are correctly configured for their use.

Documentation

  • Ensure that all appropriate documentation is kept up to date and stored appropriately.

  • Ensure that IT asset registers remain up to date and are checked regularly.

These duties and responsibilities should be regarded as neither exhaustive nor exclusive as the post holder may be required to undertake other reasonably determined duties and responsibilities commensurate with the grading of the post.

The company is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment.