Service Desk Support Analyst (Tier 2)

ENGINEERINGUK; Reading; Hybrid; GBP 26,000; Full time

Job summary

A leading organization in Reading seeks a passionate Service Desk Support Analyst (Tier 2) to join their Digital, Data & Technology team. This role involves providing first and second-line support, ensuring excellent customer service, and managing IT issues in a hybrid working environment. You will be part of a dedicated team focused on delivering outstanding educational solutions.

Benefits

30 days holiday plus bank holidays

2 days paid volunteering per year

Pension scheme

Life assurance

Discounted gym memberships

Health care cash plan

Retail discounts

Cycle to work scheme

Wellbeing app

Training portal for CPD

Qualifications

• Customer service background and IT support experience in medium/large organizations.
• Knowledge of Azure, ADSI edit, DNS, ITIL, cybersecurity, and data protection.

Responsibilities

• Provide first and second-line support via phone and email.
• Respond to calls and emails, log all support requests.
• Ensure issues are resolved satisfactorily.

Skills

Microsoft 365

Active Directory

Customer Service

Analytical Troubleshooting

Tools

Intune

Azure

DNS

Job description

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About the role

Job title: Service Desk Support Analyst (Tier 2)

Location: Reading (hybrid working, 3 days on site)

Job type: Permanent, Full time, 35 hours per week

Working Hours: 8:30 - 16:30

At Education Development Trust, we are dedicated to delivering outstanding, sustainable education solutions. We are looking for a passionate and customer-focused Service Desk Support Analyst (Tier 2) to join our Digital, Data & Technology team. If you thrive in a fast-paced environment and enjoy solving IT issues, we want to hear from you!

As a Service Desk Support Analyst (Tier 2), you will provide responsive first and second-line support via phone and email, aiming for first-time fixes and ensuring excellent customer service in line with SLAs.

What You'll Be Doing:

Daily Responsibilities:

• Be the First Line of Defence: Respond to calls and emails, log all support requests, and resolve issues for staff, including remote and home-based users.
• Provide Immediate Solutions: Offer fixes over the phone or remotely, and provide deskside support where needed.
• Prioritise and Delegate: Manage and assign calls appropriately, escalating when necessary.
• Ensure Satisfaction: Follow up to ensure issues are resolved satisfactorily.
• Document and Share Knowledge: Update the IT knowledge base with solutions.
• Manage Assets: Keep asset records up to date.
• Support New Starters: Set up accounts, profiles, and conduct IT inductions in Reading.
• Deploy Equipment: Install laptops and phones using standard images.
• Collaborate with Contractors: Coordinate external support work.
• Maintain Security: Follow security protocols and standards.

What You Bring:

Knowledge and Skills:

• Thorough knowledge of Microsoft 365, Intune, email filtering, security systems, Active Directory, and mobility solutions.
• Desirable: Knowledge of Azure, ADSI edit, DNS, ITIL, cybersecurity, and data protection.

Experience:

• Customer service background and IT support experience in medium/large organizations.
• Desirable: Experience with incident logging systems and SLA adherence.

Personal Attributes:

• Excellent customer service and communication skills, especially under pressure.
• Analytical troubleshooting and creative problem-solving skills.
• Effective team collaboration and communication.
• Self-motivated with good time management and a passion for improvement.

Why Join Us?

• Work in a team that values excellence, integrity, and collaboration.
• Supportive and innovative environment.
• Contribute to meaningful educational projects.

Full job objectives and requirements are available on our website. If you're ready for this exciting opportunity, please apply now!

Application deadline: Friday 23 May 2025. We may close early if sufficient applications are received.

Interview process: An initial 30-minute informal chat, followed by a formal interview on Wednesday 28 May.

How to apply: Complete and submit the application form via our website.

Salary & Benefits

Salary: £26,000 per annum FTE

Benefits include:

• 30 days holiday plus bank holidays (pro-rata)
• 2 days paid volunteering per year
• Pension scheme
• Life assurance
• Discounted gym memberships
• Health care cash plan
• Retail discounts
• Cycle to work scheme
• Wellbeing app
• Training portal for CPD

We are committed to safeguarding and promoting welfare, with all applicants subject to screening and DBS checks. We value diversity and are an inclusive employer, supporting applicants with specific needs.

We recognize the role of AI tools like ChatGPT in supporting applications but value authenticity and personal input. If you have used AI tools, please disclose this in your application.

About the Organisation

Education Development Trust is a charity dedicated to transforming lives through education worldwide, working with governments, schools, and partners to deliver sustainable solutions.

See our Annual Impact Review 2023/2024 for highlights of our work.

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