At AQA were committed to advancing education and were committed to our people. As the largest provider of academic qualifications in the UK we mark over 10 million exam papers each year and its our people who make this happen.

Service Desk Analyst
Permanent
Manchester
24735 - 27257
Smart Hybrid Working

Are you fed up of only being contacted when people have a problem with their computer

At AQA we have a Smart Bar in each of our offices think Genius Bar but better.
This is where you fact your proper job title in AQA is Service Desk and Smart Bar Analyst. You are central. Colleagues drop in to seek your expert advice and support or simply to say hello and talk about last nights telly.

Do you want something more than just answering calls every day

You will be part of a team of 11 superheroes (6 in the Manchester office) who provide first line support across the whole business (4 different sites) - responding to daily queries via the smart bar telephone and service desk portal solving issues and problems but that is not all oh no far from it! As well as ensuring that approximately 1600 colleagues are able to create and run the GCSE and A Level exams - yes that is where you know AQA from there are then another 1600 or so seasonal staff to supply and support. You may also be building laptops or ensuring that the meeting and conference rooms and office spaces are fully equipped and running smoothly. Is it fast paced Lets just say there is not much opportunity to sit down for long. It is not a remote role you will be needed to man the Smart Bar generally 4 days in the office each week sometimes 5 depending upon how many people need you

Whats in it for me

• a 35 hour working week

• 25 days annual leave (with additional office closure at Christmas)

• a fantastic pension (up to 18.5% total contributions)

• private medical insurance and a health care cash reward plan

• the opportunity to join lots of network groups (LGTBQ neurodiversity disAbility empowering women wellbeing ethnic minority and more)

• an onsite gym yoga and games rooms and a subsidised caf within an award winning newly refurbished office space

• a number of training and development opportunities are open to you including ITIL for example

• involvement in various projects or continuous improvement

• collaboration with other teams throughout the business

• an awesome line manager (he made me add that bit!) and a really supportive knowledgeable team.

How do I apply
Read the full job description then upload your most recent CV with a cover letter explaining why you are the person we need.

AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace where everyoneregardless of religion ethnicity gender identity or expression age disability sexual orientation or backgroundis valued respected and supported to thrive. Come and be a part of it!

Applications will be reviewed as they are received and we will close the advert when we find the right person so apply sooner rather than later.

Interviews will be at the beginning of October in the Manchester office.

#CRE23

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

Purpose: This role will show a passion and strive for delivering a best-in-class service to our colleagues in line with the departmental quality standards. Primarily focusing on providing a presence on the Smart Bar and providing phone cover during core business hours. Ensuring all services are delivered to agreed targets and that the Service Desk and Smart Bar remain efficient and value for money to AQA. Taking responsibility for correctly and confidently managing colleagues Incidents Service Requests and Problems ensuring they are correctly logged progressed updated and resolved. Working under routine direction using limited discretion in resolving issues or enquiries. Determines when to seek guidance in unexpected situations. Plans own work within short time constraintsLandscape:
This role sits within the Service Desk team of the CSO - Enterprise Technology business area. You will be responsible for resourcing the Smart Bar and other Service Desk services. Youll be central to providing a first line support and acting as the initial escalation point for any technical issues raised by our end users.

Activities:
Customer
Build good relationships with our internal and external colleagues supporting the team in consistently delivering a best-in-class service that meets our colleagues needs.
Interacts with and may influence immediate colleagues. May have some external contact with customers suppliers and partners. Aware of need to collaborate with team and represent colleague/customer needs.
Act in a courteous and professional manner in dealings with colleagues both internal and external to the organisation.
To maintain professional discretion and safeguard privileged/confidential information without discussion first with the Senior Service Desk Analyst Service Desk and Smart Bar Manager Head of Service Delivery or the wider Enterprise Technology Management Team.

Auditing
To assist with providing evidence and support for audit meetings.

Continuous Improvements
Identifies and explores opportunities for Continuous Service Improvement.
Ensure AQA is safe and legally compliant by applying AQAs policies and other legislative requirements including but not limited to HSE Equal Opportunities and ISMS
Takes ownership and responsibility for identifying continuous improvement for personal development

Workload
Managing assets including but not limited to: Laptops desktop equipment inc. docking stations monitors and peripheral devices (keyboards mice etc) mobile devices
Work to Key Performance Indicators as defined by the Service Desk and Smart Bar Manager and adjust working methods where appropriate
Ensure the defined ITIL processes are followed accurately. This includes but is not limited to Incident Service Request Problem and Service Level Management
Assists with the analysis identification prioritisation and implementation of improvements and efficiencies within the Service Desk and Smart Bar Team.
Uses own initiative and works proactively with limited discretion in resolving issues or enquiries. Determines when to seek guidance in unexpected situations. Plans own work within short time constraints.
Taking responsibility for completing the Joiner/Mover/Leaver process ensuring accounts are created and end dated/disabled in a timely manner. Liaising with other teams where applicable.
Managing tickets within the Service Management tool including the management and deployment of 1st line fixes inc. VPN Software Hardware troubleshooting.
Provisioning software to end colleagues via Active Directory Azure Active Directory (EntraID)

Escalations
Take ownership of escalations or complaints and produce improvement plan as required ensuring the delivery of a consistently high level of customer service
To liaise with the Incident Managers escalating any issues that potentially affect the wider organisation with particular focus on P1/P2 calls and anything related to the examination process or publication of results.
Taking responsibility for escalating incidents where assistance is required utilising the knowledge and experience of the team by attending drop-in sessions

Activities
Performs routine repeatable activities where standard operating procedures exist. Such as - Laptop and iOS rolling replacement device swap outs build room management provisioning of iOS devices (iPhones & iPads) management of loan devices from the Smart Bar (inc. mice keyboards headsets) unboxing & storing new hardware asset disposal Stock checks of available hardware liaising with the Asset Manager when a purchase need is identified.
Provision laptop iPhone iPad ensuring the CMDB has been updated.
Liaising with 3rd party suppliers to organise warranty repairs or hardware warranty replacements when required
Enacting the defined process for lost or stolen devices in accordance with the documented policy
To provide cover on the Smart Bar and Phones following the outlined shift patterns as directed by the Service Desk and Smart Bar Manager

Knowledge
Has gained a basic domain knowledge. Demonstrates application of essential knowledge typically found in industry bodies of knowledge. Absorbs new information when it is presented systematically and applies it effectively.
Create and maintain knowledge articles within the Service Desk Tool
Absorbs new information when it is presented systematically and applies it effectively

To be successful in this role you will need to know:
Has sufficient oral and written communication skills for effective engagement with colleagues and internal colleagues/customers.
Understands and uses appropriate methods tools applications and processes.
Demonstrates a rational and organised approach to work.
Has sufficient digital skills for their role.
Learning and professional development identifies and negotiates own development opportunities.
Security privacy and ethics is fully aware of organisational standards.
Models positive behaviours with confidence and provides clarity challenge feedback and training in line with business objectives
Familiarity with ITIL best practices
Ability to manage workload and deliver services to agreed targets
Performs a range of activities in varied environments. Contribute to routine issue resolution
Apply creative thinking or suggest new ways to approach a task