Service Desk Analyst in Manchester

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.

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.

Summary

Purpose: This role will show a passion and strive for delivering a best-in-class service to our colleagues in line with the departmental quality standards. Primarily focusing on providing a presence on the Smart Bar and providing phone cover during core business hours. Ensuring all services are delivered to agreed targets and that the Service Desk and Smart Bar remain efficient and value for money to AQA. Taking responsibility for correctly and confidently managing colleague's Incidents, Service Requests and Problems ensuring they are correctly logged, progressed, updated and resolved. Working under routine direction, using limited discretion in resolving issues or enquiries. Determines when to seek guidance in unexpected situations. Plans own work within short time constraints.

Landscape:

This role sits within the Service Desk team of the CSO - Enterprise Technology business area. You will be responsible for resourcing the Smart Bar and other Service Desk services. You'll be central to providing a first line support and acting as the initial escalation point for any technical issues raised by our end users.

Activities:

• Build good relationships with our internal and external colleagues, supporting the team in consistently delivering a best-in-class service that meets our colleague’s needs.
• Interact with and may influence immediate colleagues. May have some external contact with customers, suppliers and partners. Aware of need to collaborate with team and represent colleague/customer needs.
• Act in a courteous and professional manner in dealings with colleagues, both internal and external to the organisation.
• Maintain professional discretion and safeguard privileged/confidential information without discussion first with the Senior Service Desk Analyst, Service Desk and Smart Bar Manager, Head of Service Delivery or the wider Enterprise Technology Management Team.
• Assist with providing evidence and support for audit meetings.
• Identify and explore opportunities for Continuous Service Improvement.
• Ensure AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements including but not limited to HSE, Equal Opportunities and ISMS.
• Take ownership and responsibility for identifying continuous improvement for personal development.
• Manage assets including, but not limited to: Laptops, desktop equipment inc. docking stations, monitors and peripheral devices (keyboards, mice etc), mobile devices.
• Work to Key Performance Indicators as defined by the Service Desk and Smart Bar Manager and adjust working methods where appropriate.
• Ensure the defined ITIL processes are followed accurately. This includes, but is not limited to Incident, Service Request, Problem and Service Level Management.
• Assist with the analysis, identification, prioritisation and implementation of improvements and efficiencies within the Service Desk and Smart Bar Team.
• Use own initiative and work proactively with limited discretion in resolving issues or enquiries. Determine when to seek guidance in unexpected situations. Plan own work within short time constraints.
• Take responsibility for completing the Joiner/Mover/Leaver process ensuring accounts are created and end dated/disabled in a timely manner. Liaise with other teams where applicable.
• Manage tickets within the Service Management tool, including the management and deployment of 1st line fixes inc. VPN, Software, Hardware troubleshooting.
• Provision software to end colleagues via Active Directory, Azure Active Directory (EntraID).

Escalations:

• Take ownership of escalations or complaints and produce improvement plan as required, ensuring the delivery of a consistently high level of customer service.
• Liaise with the Incident Managers, escalating any issues that potentially affect the wider organisation, with particular focus on P1/P2 calls, and anything related to the examination process or publication of results.
• Take responsibility for escalating incidents where assistance is required, utilising the knowledge and experience of the team by attending drop-in sessions.

Activities:

• Perform routine, repeatable activities where standard operating procedures exist. Such as - Laptop and iOS rolling replacement device swap outs, build room management, provisioning of iOS devices (iPhones & iPads), management of loan devices from the Smart Bar (inc. mice, keyboards, headsets), unboxing & storing new hardware, asset disposal, Stock checks of available hardware, liaising with the Asset Manager when a purchase need is identified.
• Provision laptop, iPhone, iPad ensuring the CMDB has been updated.
• Liaise with 3rd party suppliers to organise warranty repairs or hardware warranty replacements when required.
• Enact the defined process for lost or stolen devices in accordance with the documented policy.
• Provide cover on the Smart Bar and Phones, following the outlined shift patterns as directed by the Service Desk and Smart Bar Manager.

Knowledge:

• Has gained a basic domain knowledge. Demonstrates application of essential knowledge typically found in industry bodies of knowledge. Absorbs new information when it is presented systematically and applies it effectively.
• Create and maintain knowledge articles within the Service Desk Tool.
• Absorb new information when it is presented systematically and apply it effectively.
• To be successful in this role, you will need to know: Has sufficient oral and written communication skills for effective engagement with colleagues and internal colleagues/customers.
• Understand and use appropriate methods, tools, applications and processes.
• Demonstrate a rational and organised approach to work.
• Have sufficient digital skills for their role.
• Learning and professional development — identifies and negotiates own development opportunities.
• Security, privacy and ethics — is fully aware of organisational standards.
• Model positive behaviours with confidence and provides clarity, challenge, feedback, and training in line with business objectives.
• Familiarity with ITIL best practices.
• Ability to manage workload and deliver services to agreed targets.
• Perform a range of activities in varied environments. Contribute to routine issue resolution.
• Apply creative thinking or suggest new ways to approach a task.