At a Glance
- Tasks: Provide 1st line IT support and resolve user issues with a proactive approach.
- Company: Join Tes, a global leader in EdTech, empowering educators worldwide.
- Benefits: Enjoy 25 days annual leave, modern offices, and access to extensive learning resources.
- Other info: Dynamic work environment with opportunities for professional growth and collaboration.
- Why this job: Make a real impact in education while developing your tech skills in a supportive team.
- Qualifications: Customer service mindset and basic IT troubleshooting experience required.
The predicted salary is between 27000 - 27000 € per year.
Location: Sheffield
Working Pattern: Office based, includes 5 days each week in the office
Contract Type: Full time, permanent
Salary: Up to £27,000 per annum
At Tes we are on a mission to power schools and enable great teaching worldwide, by delivering EdTech solutions that give educators the tools to succeed. Our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.
Role overview
Reporting to the Service Desk Manager, the Service Desk Analyst is key to the delivery of technical support services to Tes Global. As part of a team with a wide range of responsibilities and skill levels, you will be exposed to a wide range of technologies and processes. The Service Desk Analyst will work across 1st line interaction with customers managing service requests and incidents through to 3rd line resolution of complex problems in conjunction with 3rd parties.
Key Responsibilities
- Provide 1st line support and resolve problems to the end user’s satisfaction.
- Monitor and respond quickly and effectively to incidents and requests received through the IT Service Desk via different channels (Phone, Email, Portal, Teams).
- Monitor the Service Desk system for tickets assigned to the queue and process first-in first-out based on priority.
- Responsible for accurate collection of information relating to tickets raised and logged within Service Now and allocating them accurately.
- Ensure all incidents and requests are dealt with within agreed SLA’s.
- Escalate P1 and P2 issues to the Major incident manager as appropriate.
- Complete internal desk moves as required.
- Ensure that a high level of customer service and support is provided to all customers.
- Ensure all hardware and software inventories are kept up to date.
- Ensure meeting rooms and conference systems are configured correctly and working.
What will you need to succeed?
Experience
- To be able to respond to IT-related queries via phone, email, chat, or ticketing systems.
- Resolve common issues like password resets, software installations, and printer troubleshooting.
- Manage user accounts in Active Directory (AD) (modifying, disabling users).
- Troubleshoot Microsoft 365 issues (Exchange, Teams, OneDrive, Outlook).
- Supporting users with remote access tools like TeamViewer.
Knowledge
- ITIL is desirable but not essential.
Skills
- Must have a customer service mentality.
- Proactive in suggesting new ideas that simplify or accelerate the delivery of technology solutions.
- Take responsibility for decisions and the quality of work.
- Maintain a positive and proactive attitude.
- Foster good working relationships with other technology teams and business units.
- Demonstrable ability to prioritise and multitask.
- Must possess strong communication skills both verbal and written.
- Able to demonstrate strong time management skills.
What do you get in return?
- 25 days annual leave rising to 30.
- State of the art offices.
- Access to a range of benefits via My Benefits World.
- Free eye care cover.
- Life Assurance.
- Cycle to Work Scheme.
- EAP (Employee assistance programme).
- Quarterly Tes Socials.
- Access to an extensive Learning and Development menu.
Who are Tes?
Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. Our ecosystem is specifically designed to address the unique challenges faced by schools. By working closely with schools, we provide up-to-date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education.
Service Desk Analyst (1st Line) employer: Tes
At Tes, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of Sheffield City Centre. Our commitment to employee growth is evident through extensive learning and development opportunities, alongside a supportive environment that fosters teamwork and innovation. With competitive benefits such as 25 days annual leave, state-of-the-art offices, and a focus on work-life balance, joining our team means contributing to a meaningful mission while enjoying a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst (1st Line)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you feel more confident. Focus on common questions for Service Desk Analysts and be ready to showcase your problem-solving skills.
✨Tip Number 3
Tailor your approach! When applying through our website, make sure to highlight your customer service mentality and technical skills that match the job description. Show them why you're the perfect fit!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can set you apart from other candidates. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Service Desk Analyst (1st Line)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight relevant experience, especially in IT support and customer service. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to our mission at Tes. Keep it concise but impactful – we love a good story!
Show Off Your Communication Skills:Since strong communication is key for this role, make sure your application reflects that. Use clear and professional language, and don’t forget to proofread for any typos or errors. We appreciate attention to detail!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role right there!
How to prepare for a job interview at Tes
✨Know Your Tech Basics
Brush up on your knowledge of common IT issues like password resets, software installations, and printer troubleshooting. Being able to confidently discuss these topics will show that you're ready to tackle the 1st line support role.
✨Demonstrate Customer Service Skills
Since this role is all about providing excellent customer service, think of examples from your past experiences where you went above and beyond for a customer. Be prepared to share these stories during the interview to highlight your proactive attitude.
✨Familiarise Yourself with Service Desk Tools
Get to know the tools mentioned in the job description, like Service Now and Microsoft 365. If you can speak to your experience with these systems or similar ones, it’ll show that you’re not just a good fit for the role but also ready to hit the ground running.
✨Prepare Questions About Team Dynamics
Since teamwork is a big part of this role, come prepared with questions about how the team collaborates and supports each other. This shows that you value a positive work environment and are keen to contribute to it.
