Schools Desktop Support Engineer (1st–2nd Line)

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

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.