Desktop Support Analyst; 2nd Line

Job Title: Desktop Support Analyst (2nd Line)

Department: Technology

Location: Sheffield or Talbot Green

Working Pattern: Office based, includes 5 days each week in the office

Contract Type: Full time, permanent

Salary: Up to £30,000 per annum

At Tes we are on a mission to power schools and enable great teaching worldwide, by delivering EdTech solutions that give educators the tools to succeed. From safeguarding and compliance to staff and pupil management, our innovative and flexible software and services help teachers and school leaders worldwide to provide the best education to millions of children.

With more than 13 million educators in our community, combined with our working relationships with 25,000 schools in over 100 countries, we have been making a difference for over 100 years.

Reporting to the Service Desk Manager the Desktop Support Analyst is key to the delivery of technical support services to Tes Global.

The role involves advanced troubleshooting, resolving incidents and service requests. This position acts as the bridge between frontline support and specialist teams, contributing technical knowledge, continuous improvement, and excellent customer care to maintain a secure, stable, and high‑quality IT environment.

The structure of this team is designed to open up opportunities to increase the breadth and depth of options for professional development as well as create an environment where team working is part of the working day as well promoting individual technical expertise.

• Supporting Windows 11
• Supporting VOIP telephony systems including 8x8 and AWS connect
• Supporting users with remote access tools like Team Viewer
• Teams’ rooms and video conferencing equipment
• Dealing with Microsoft Entra  Microsoft 365 technologies, including Intune
• Deploying software and patch management ensuring software used is on the latest version
• ITIL Foundation qualification desired but experience working in an ITSM environment useful
• Strong understanding and troubleshooting skills of iPhone/iPad and Android with Mobile Device Management support experience
• Excellent written and verbal communication skills, tactful, enthusiastic, confident, ability to work independently as well as part of a team, and flexible approach to meet changing business needs
• Ensure that a high level of customer service and support are provided to all customers
• Understanding of virtualisation would be beneficial
• Ensure we maintain and develop local IT guidelines, processes, practices, and procedures that support a high quality of customer service
• Provide overflow support and intelligent hands for the IT service desk as required
• Ensure all incidents and requests are dealt with within agreed SLA’s
• In‑frequent travel to our other offices may be required

• To be able to respond to IT‑related queries via phone, email, chat, or ticketing systems
• Resolve common issues like password resets, software installations, and printer troubleshooting
• Manage user accounts in Active Directory (AD) (modifying, disabling users)
• Troubleshoot Microsoft 365 issues (Exchange, Teams, One Drive, Outlook)
• Basic skills in network and Wi‑Fi troubleshooting
• VOIP telephony systems including 8x8 and AWS connect
• Experience with Microsoft Entra  Microsoft 365 technologies, including Intune, as well as strong skills and experience in deploying, configuring, and maintaining Windows client and non‑Windows devices
• Experience of deploying software and patch management using 3rd party deployment tools. (i.e. Patch my PC)
• Experience of ISO
  20071 is desirable

• ITIL Foundation qualification desired but experience working in an ITSM environment useful
• Basic Power Shell scripting is desirable

• Must have a customer service mentality
• Proactive in suggesting new ideas that simplify or accelerate the delivery of technology solutions
• Take responsibility for decisions and the quality of work
• Maintain a positive and proactive attitude
• Foster good working relationships with other technology teams and business units
• Demonstrable ability to prioritise and multitask
• Must possess strong communication skills both verbal and written
• Able to…