Service Desk Analyst in Guildford

Service Desk Analyst – Smart Bar and Service Desk

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 10million exam papers each year and it’s our people who make this happen.

The Service Desk Analyst Permanent position is based in Guildford and is available for a salary range of £25800 – £28400.

The role offers a 35‑hour working week, smart hybrid working and a 25‑day annual leave allowance (plus additional office closures at Christmas).

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.

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 night’s telly.

Your Role

You will be part of a team of 11 superheroes (2 in the Guildford 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.

Your responsibilities include, but are not limited to, the following

• Ensuring that approximately 1600 colleagues are able to create and run the GCSE and A Level exams, and managing an additional 1600 seasonal staff to supply and support.
• Using your technical expertise to support and manage technologies such as Active Directory, Microsoft Entra ID and Intune, helping colleagues stay connected, productive and secure.
• Managing device deployment, configuration and lifecycle management, including SCCM and Windows Autopilot where applicable.
• Building laptops or ensuring that meeting and conference rooms and office spaces are fully equipped and running smoothly.
• Acting as first line support and initial escalation point for technical issues raised by end‑users; maintaining accurate records of incidents, service requests and problems; ensuring they are correctly logged, progressed, updated and resolved.
• Maintaining professional discretion and safeguarding privileged or confidential information in accordance with AQA policies and legislation, including HSE, Equal Opportunities and ISMS.
• Co‑ordinating asset management – laptops, desktops, docking stations, monitors, peripheral devices, mobile devices, and loan devices from the Smart Bar.
• Providing coverage on the Smart Bar and phones, following the outlined shift patterns as directed by the Service Desk and Smart Bar Manager.
• Assisting with audit evidence and continuous improvement initiatives, identifying and exploring opportunities for improvement of the Service Desk and Smart Bar team.
• Managing tickets within the Service Management tool, including the management and deployment of first‑line fixes such as VPN, software and hardware troubleshooting.
• Provisioning software to end‑colleagues via Active Directory and Azure AD (Entra ID) and ensuring accounts are created, enabled and disabled in a timely manner.
• Escalating incidents that potentially affect the wider organisation, focusing on P1/P2 calls and any issues related to the examination process or publication of results.
• Carrying out routine, repeatable activities such as laptop and i OS rolling replacement device swap‑outs, build room management, provisioning i OS devices (i Phone & i Pad), managing loan devices from the Smart Bar, unboxing and storing new hardware, asset disposal, stock checks, liaising with the Asset Manager and third‑party suppliers for warranty repairs or replacements.

Qualifications

To be successful in this role you will need to know

• Strong oral and written communication skills for effective engagement with colleagues and internal customers.
• Appropriate use of methods, tools, applications and processes. Demonstrates a rational and organized approach to work.
• Sufficient digital skills for the role.
• Familiarity with ITIL best practices and ability to manage workload and deliver services to agreed targets.
• Ability to perform a range of activities in varied environments, applying creative thinking or suggesting new ways to approach a task.
• Understanding of security, privacy and ethics, fully aware of organisational standards.
• Modeling positive behaviors with confidence and providing clarity, challenge, feedback and training in line with business objectives.

Benefits

• 35‑hour working week.
• 25 days annual leave (plus additional office closures at Christmas).
• Private medical insurance and a health care cash reward plan.
• A pension scheme with up to 18.5% total contributions.
• Opportunities to join a range of network groups – LGBTQ+, neurodiversity, dis Ability, empowering women, wellbeing, ethnic minority and more.
• Training and development opportunities including ITIL and other continuous improvement collaborations.
• A supportive, knowledgeable team and a positive line manager.
• Equality, Diversity and Inclusion

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.

Reasonable Adjustments

If you have any requirements for reasonable adjustments in relation to the application, interview or the prospective job, please contact Faye Harrison (she/her) at fharrison@aqa. org. uk or on 07813724161.

We are asking for this information to make the process as equitable as possible for each candidate.

Smart Working

We’re operating a smart working model. This allows for our colleagues to work from two days a week in one of our offices across England.

Safeguarding

AQA is committed to the safeguarding of children and adults at risk.

We’re dedicated to reducing the risk of employing or contracting any person intent on abusing their position of trust, and identifying and responding to any incident of alleged abuse from its employees or associates fairly and swiftly.

Security, Privacy and Ethics

All staff are expected to be fully aware of organisational security, privacy and ethics standards, ensuring compliance with AQA policy frameworks and relevant legislative requirements.

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