Service Desk Analyst

We’re excited to share a new opportunity for an experienced Service Desk Analyst to join one of our valued clients, in Leyland (PR25), on a temporary basis from now until Easter (with potential to extend). This is a fantastic chance for someone with strong IT support experience to step into a hands on role within a busy, supportive environment.
 
Role: Service Desk Analyst
Key Responsibilities:
- Deliver hands on support across the College’s IT Infrastructure, including account creation, password resets, and software installations.
- Log and triage Incidents, Requests, Changes & First Aid calls accurately.
- Resolve issues at first contact where possible, in line with first touch targets.
- Perform scheduled IT operational tasks such as backups, reporting, and end user account management.
- Maintain the accuracy of the Configuration Management Database (CMDB) and contribute to knowledge documentation.
- Manage equipment loans and maintain accurate records.
- Provide excellent support and advocacy for Microsoft 365, Azure AD, printing services, and learning resources.
- Conduct CCTV reviews when required, ensuring total confidentiality.
- Support mobile device troubleshooting (incl. BYOD) to enhance student user experience.
 
IT Services Expectations:
- Maintain high ticket satisfaction ratings and adhere to SLA targets.
- Follow ITSM processes (Request, Incident, Problem, Change) to ensure a secure, auditable service.
- Champion Information Security across the organisation.
- Keep CMDB hardware records up to date.
- Contribute to knowledge articles and continuous service improvement initiatives.
- Support sustainability objectives across the IT estate.
 
Skills & Experience:
- Strong awareness of modern operating systems.
- Understanding of IT in both business and learning environments.
- Knowledge of ITSM processes (Service Desk, Change, SLM, Knowledge Management).
- Strong understanding of Microsoft 365 applications.
- Experience with network shares and permissions – desirable.
- Experience liaising with third party suppliers – desirable.
- Confident troubleshooting Windows and mobile devices.
- Excellent analytical, problem solving, and IT skills.
- Quick learner with the ability to adapt to new technologies.
 
If you have experience working as a Service Desk Analyst, or similar, please contact Hayley ASAP on 01772 386307 or email hayley.longshaw@teachingpersonnel.com

All applicants will require the appropriate qualifications and training for this role. Please see the FAQ’s on the Teaching Personnel website for details.
All pay rates quoted will be inclusive of 12.07% statutory holiday pay. This advert is for a temporary position. In some cases, the option to make this role permanent may become available at a later date.
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