Second Line IT Support Desk Analyst

• Provide support to Trust technical infrastructure and end user computing, including strong technical support and customer experience; and effective and efficient first line resolutions across the Trust.
• Provide central IT service functions, including the management of incident and problem tickets and the purchasing of assets.
• Centrally manage service desk tickets for all of the IT services team, including SLA escalations, technical escalations, managerial
• reporting, operating the service desk switchboard and responding to email requests.
• Responsible for troubleshooting and resolving tickets upon first contact.
• Responsible or the management and maintenance of active directory including group policy, account management and account automation.
• Responsible for visiting academies across the Trust to support IT site services, including assistance on problem escalation, triage and covering for staff absences.
• Deliver training courses on all new technical initiatives or within refresh projects as and when required.
• Remote monitoring and trend analysis of analytical data from all infrastructure components.
• Network troubleshooting and deployment, including fire walls, proxy services, content filtering and wired and wireless networks.
• Responsible for the support of all corporate applications.
• Ensure servicing and maintenance schedules are undertaken at the most operationally / convenient times.
• Understand, interact and fall in line with departmental planning strategies, such as PMP.
• Complete and file service tickets in the service desk system for self and team.
• Manage all IT infrastructure documentation; following, and improving on, change management activities.
• Ensure service resources are available where and when needed with appropriate skills across all teams.
• Work as part of a larger team to support multiple academies.
• Engage fully in the Trust appraisal process to fulfil personal potential and be able to participate effectively in the implementation of the Trust’s goals and improvement plan.
• Attend meetings / training and carry out administrative tasks and duties as specified on the Trust calendar.
• Contribute to decision-making and consultation procedures.
• Report any safeguarding concerns immediately to a Designated Safeguarding Lead.
• Carry out any other reasonable duties as requested by the IT Services Manager.

Our client is seeking a Second Line IT Support Desk Analyst to join their Bradford team. The ideal candidate will have experience in providing technical support and exceptional customer service.