Job Description

Job Title:

Desktop Support Analyst (2nd Line)

Department:

Technology

Location:

Sheffield or Talbot Green

Working Pattern:

Office based, includes 5 days each week in the office

Contact Type:

Full time, permanent

Salary:

Up to 30,000 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. From safeguarding and compliance to staff and pupil management, our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.

With more than 13 million educators in our community, combined with our working relationships with 25,000 schools in over 100 countries, we have been making a difference for over 100 years.

Role overview:

Reporting to the Service Desk Manager the Desktop Support Analyst is key to the delivery of technical support services to Tes Global.



The role involves advanced troubleshooting, resolving incidents and service requests. This position acts as the bridge between frontline support and specialist teams, contributing technical knowledge, continuous improvement, and excellent customer care to maintain a secure, stable, and high-quality IT environment.



The structure of this team is designed to open up opportunities to increase the breadth and depth of options for professional development as well as create an environment where team working is part of the working day as well promoting individual technical expertise.

Key Responsibilities:

Supporting Windows 11 Supporting VOIP telephony systems including 8x8 and AWS connect Supporting users with remote access tools like TeamViewer Teams' rooms and video conferencing equipment Dealing with Microsoft Entra ID and Microsoft 365 technologies, including Intune Deploying software and patch management ensuring software used is on the latest version ITIL Foundation qualification desired but experience working in an ITSM environment useful Strong understanding and troubleshooting skills of iPhone/iPad and Android with Mobile Device Management support experience Excellent written and verbal communication skills, tactful, enthusiastic, confident, ability to work independently as well as part of a team, and flexible approach to meet changing business needs Ensure that a high level of customer service and support are provided to all customers Understanding of virtualisation would be beneficial Ensure we maintain and develop local IT guidelines, processes, practices, and procedures that support a high quality of customer service Provide overflow support and intelligent hands for the IT service desk as required Ensure all incidents and requests are dealt with within agreed SLA's In-frequent travel to our other offices maybe required

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) Basic skills in network and Wi-Fi troubleshooting VOIP telephony systems including 8x8 and AWS connect Experience with Microsoft Entra ID and Microsoft 365 technologies, including Intune, as well as strong skills and experience in deploying, configuring, and maintaining Windows client and non-Windows devices Experience of deploying software and patch management using 3rd party deployment tools. (i.e. Patch my PC) Experience of ISO20071 is desirable

Knowledge

ITIL Foundation qualification desired but experience working in an ITSM environment useful Basic PowerShell scripting is desirable

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

Qualifications

Microsoft 365 Certified: Endpoint Administrator Associate (desirable)

What do you get in return?

25 days annual leave rising to 30 5% pension after probation 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. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head-on.



Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm 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. Whether simplifying administrative workflows, creating dynamic classrooms, or advancing professional development, Tes is the trusted partner for schools worldwide.



Join the hundreds of schools already benefiting from the Tes ecosystem. Together, we empower educators to achieve more, ensuring every student thrives in a supportive, well-managed learning environment.



With Tes, excellence in education is not just a goal - it's a sustainable and rewarding reality. For more information about Tes, our products, and our team, visit: www.tes.com.