Schools Desktop Support Analyst (Newport Schools) - SRS

Torfaen County Borough Council; Newport; On-site; GBP 34,000 - 37,000; Full time

Job summary

Torfaen County Borough Council is seeking a Schools Desktop Support Analyst for Newport Schools as part of the SRS Education Team. The role covers Monmouthshire, Torfaen, Blaenau Gwent and Newport, based across Newport Primary Schools, with a DBS/Vetting requirement.

The post involves providing 1st/2nd line desktop support, ensuring SLA targets are met, and escalating to 3rd line when necessary. Welsh language skills are desirable but not essential.

Qualifications

• Provide 1st/2nd line support to schools across the region.
• Have experience of desktop support.
• Provide escalation to 3rd line where necessary.
• Strive to meet and exceed Service Level Agreement (SLA) targets.
• Have a good working knowledge of IT hardware and software.
• Have an excellent communication style meeting the needs of different levels of understanding in providing support and advice to schools.

Responsibilities

• Provide 1st/2nd line support to schools across the region.
• Escalate to 3rd line where necessary.
• Support SLAs and project work as required.
• Communicate clearly with colleagues and school staff.

Skills

Desktop support

1st/2nd line

SLA targets

IT hardware/software

Job description

Schools Desktop Support Analyst (Newport Schools) - SRS

The Schools Desktop Support Analyst role will join an established SRS Education Team covering schools across Monmouthshire, Torfaen, Blaenau Gwent and Newport. The SRS Education Team is a multi-site team based across Usk and Newport main offices and the partner schools delivering SLAs and project work dependant on service need. For the purpose of this post the role will be based across Newport Primary Schools.

Our core values guide everything we do in our day-to-day practices and interactions with our key partners, the wider community and our colleagues.

People - trusting, supporting, contributing and helping one another.

Sharing - Keeping everyone informed, Clear and simple communications, Open and Transparent, Sharing Knowledge.

Practices - Leading and managing consistently, Operating Professionally, Developing and growing our people, being inclusive when making decisions.

Adding Value - Caring about SRS performance, Caring about our customers, Delivering high quality, value for money services, making a difference to our customers.

Common Purpose - Being courageous in leading collaborative projects, pioneering in our field, owning and resolving our own problems, being masters of our own futures.

Job details

Salary £33,673 - £36,581 | Grade 6 Contractual hours 37 Basis Full Time Package Permanent Job category/type Shared Resource Service Date posted 26/10/2026 Job reference REQ006662

Attachments: REQ006662 Schools Desktop Support Analyst (Newport Schools) - SRS.docx, REQ006662 Dadansoddwr Cymorth Pen-bwrdd Ysgolion – Gwasanaeth Addysg SRS.docx

Job description

The Schools Desktop Support Analyst role will join an established SRS Education Team covering schools across Monmouthshire, Torfaen, Blaenau Gwent and Newport. The SRS Education Team is a multi-site team based across Usk and Newport main offices and the partner schools delivering SLAs and project work dependant on service need. For the purpose of this post the role will be based across Newport Primary Schools.

As a successful Schools Desktop Support Analyst, you will:

• Provide 1st/2nd line support to schools across the region;
• Have experience of desktop support;
• Provide escalation to 3rd line where necessary.
• Strive to meet and exceed Service Level Agreement (SLA) performance targets;
• Have a good working knowledge of IT hardware and software;
• Have an excellent communication style meeting the needs of different levels of understanding in providing support and advice to schools;
• Work and adapt to both working within a team and individually.

The SRS is a collaboration of five public sector organisations ICT departments with Torfaen County Borough Council as the lead employer.

This post is subject to an Enhanced Disclosure Application to the Disclosure & Barring Service (DBS) and Gwent Police Vetting which will need to be met before the post can be offered.

For an informal discussion regarding this vacancy, please contact:

Richard Clark - [e-mail] or 01633 648331.

Claire Rose - [e-mail] or 01633 648620.

Torfaen County Borough Council strives to be a fair, supportive and effective employer. The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. The Council expects all employees, paid or unpaid, to share this commitment. We value the range of experiences that a diverse workforce brings and therefore we welcome applications from people of all backgrounds and under-represented groups.

Welsh Language Skills are desirable for this post but not essential. You are welcome to submit your application in English or in Welsh. Each application will be treated equally.

We are a registered Disability Confident Leader and are committed to the employment and career development of disabled people. Our Guaranteed Interview scheme guarantees that people with disabilities will be invited to interview, so long as they meet the essential requirements for the role. If you have a health condition, are neurodivergent, or use British sign language, and need to discuss reasonable adjustments, please contact the recruiting manager. We can only work with you to arrange adjustments if we are made aware of your requirements prior to your application submission, test or interview.

How to find us

Torfaen County Borough Council
Civic Centre
Pontypool
NP4 6YB