Service Desk Analyst

Busy Bees Nurseries; Chasetown; On-site; GBP 28,000 - 36,000; Full time

Job summary

Busy Bees Nurseries in Burntwood is seeking a Service Desk Analyst to ensure our centres and central teams have the technology they need. You will handle queries via calls, emails and the self-service portal, support core systems like O365/AD, and coordinate hardware supply with vendors.

Responsibilities include first line IT support, SLA-driven incident management, AD management, and KPI reporting. You will travel to nursery centres as needed and work four days a week in the office.

Qualifications

• Experience supporting a Microsoft 365 environment.
• Mobile Device Management experience.
• Experience using IT service desk / ticket management systems.
• Ability to produce KPI and performance reports using Microsoft Office.
• Understanding of the importance of finance and payroll systems within a business environment.
• Experience working with third-party suppliers to support service delivery and issue resolution.
• Proven ability to coordinate across multiple stakeholders and vendors.

Responsibilities

• Provide first class IT support to internal customers via calls, emails and portal.
• Progress support calls to resolution within SLA/OLA.
• AD Management, user creation and leaver management.
• Develop and maintain strong relationships with stakeholders at all levels.
• Remote troubleshooting for hardware/internet issues and liaise with vendors.
• Device management for Android phones and tablets.
• Document resolutions and create knowledge articles.
• Coordinate access requests to systems with business owners.
• Generate KPI reports showing service delivery performance.
• Order hardware and manage budget targets.
• Occasional travel to nursery centres to address complex issues.

Skills

Strong communication

Customer service

Calm problem-solver

Prioritisation

Organised

Independent worker

Troubleshooting hardware/software

Effective communicator

Tools

Microsoft 365

Active Directory

Mobile Device Management

ITSM ticketing system

MS Office

Job description

Employment type: Full time permanent,

Salary: Competitive

Job Title: Service Desk Analyst

Reports to: Service Desk Manager

Based: Burntwood - 4 days a week in the office required

Employment type: Full time permanent,

Salary: Competitive

About The Role

The Tech and Change Service Desk Analyst plays a vital role in ensuring our centres and central teams have the technology they need to deliver exceptional service every day. You’ll be at the heart of keeping systems running smoothly, supporting colleagues across the organisation and helping to resolve technical issues quickly and effectively.

Working as a key point of contact for IT support, you’ll respond to and manage a range of queries through calls, emails and the self-service portal, ensuring issues are handled efficiently and within agreed service levels. Your work will span supporting core systems such as O365 and Active Directory, troubleshooting hardware issues remotely, and coordinating the supply of new equipment with external vendors.

About Busy Bees

Established in 1983, Busy Bees is now not only the largest but also the leading provider of childcare in the UK and the fourth largest provider in the world, with just under 1,000 centres globally to date. This is an exciting time to join us as we continue to grow our UK estate and support families in new communities.

About The Benefits

• Sector leading Family Leave
• Big Benefits. Dedicated 24/7 employee benefits platform Hive (Reward Gateway)
• with retail, cinema, and travel discounts
• 35% Childcare discount.
• 33 days holiday inclusive of bank holidays and an extra day off for your birthday every year
• Further Training and development.

Responsibilities

• Working as part of the Technology and Change service desk - as necessary - to provide first class support to satisfy the needs of our internal customers.
• Progressing support calls and liaising with technology and change staff, and third-party vendors and suppliers to ensure the prompt resolution of all requests to agreed SLA and OLAs.
• AD Management, with the creation of new users, day to day support issues, and managing leaver accounts, to an industry best practice standard.
• Developing and maintaining strong working relationships with stakeholders at all levels, maintaining the high levels of trust the current team have earnt.
• Resolving complex hardware / internet issues remotely through troubleshooting carried out over the phone. If unsuccessful, liaising with third parties, owning the ticket until resolution.
• Android Phone and Tablet Device Issue resolution and device management.
• Documenting resolutions to build up internal knowledge documents, and create help documents that can be shared with the wider teams.
• Co-coordinating and actioning requests for access to systems, within established parameters, with agreed business owners.
• Generation of reports demonstrating key KPIs are being achieved.
• Ordering of hardware, prioritisation to hit budget targets, and ensuring the right hardware is provided to meet the needs of the business.
• Occasional travel to nursery centres to deep dive challenging issues.

Key Skills And Experience

• Experience supporting a Microsoft 365 environment, including Active Directory and Office applications.
• Mobile Device Management experience, including maintenance, troubleshooting, and procurement.
• Experience using IT service desk / ticket management systems.
• Ability to produce KPI and performance reports using Microsoft Office.
• Understanding of the importance of finance and payroll systems within a business environment.
• Experience working with third-party suppliers to support service delivery and issue resolution.
• Exposure to small system changes and coordination across multiple stakeholders and vendors.
• Strong technical troubleshooting skills across hardware, software, and connectivity issues.
• Strong communication skills with a clear, professional telephone manner.
• Ability to translate technical issues into simple, non-technical language.
• Highly organised with strong prioritisation skills and the ability to work independently.
• Calm, logical problem-solver with a strong customer service focus.
• Collaborative team player, confident working across internal teams and external partners.
• Full UK driving licence.

Desirable Requirements

• ITIL v3 or v4 Foundation.
• Knowledge of the early years or multi-site operational environments.