Job Title: Service Desk Analyst
Department: IT Operations
Location: Sheffield
Working Pattern: Office based, includes 5 days each week in the office
Contract Type: Full time, permanent
Salary: Up to £27,000 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.
Role Overview
Reporting to the Service Desk Manager the Service Desk Analyst is key to the delivery of technical support services to Tes Global. As part of a team with a wide range of responsibilities and skill levels, you will be exposed to a wide range of technologies and processes. The Service Desk Analyst will work across 1st line interaction with customers managing service requests and incidents through to 3rd line resolution of complex problems in conjunction with 3rd parties.
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 while promoting individual technical expertise.
Key Responsibilities
* Provide 1st line support and resolve problems to the end user’s satisfaction.
* Monitor and respond quickly and effectively to incidents and requests received through the IT Service Desk via different channels (Phone, Email, Portal, Teams).
* Monitor the Service Desk system for tickets assigned to the queue and process first‑in first‑out based on priority.
* Collect accurate information relating to tickets raised and logged within Service Now and allocate them accurately.
* Ensure all incidents and requests are dealt with within agreed SLA’s.
* Escalate P1 and P2 issues to the Major Incident Manager as appropriate.
* Complete internal desk moves as required.
* Ensure a high level of customer service and support is provided to all customers.
* Ensure all hardware and software inventories are kept up to date.
* Ensure meeting rooms and conference systems are configured correctly and working.
What will you need to succeed?
Experience
* Respond to IT‑related queries via phone, email, chat, or ticketing systems.
* Resolve common issues such as password resets, software installations, and printer troubleshooting.
* Manage user accounts in Active Directory (AD) (modifying, disabling users).
* Troubleshoot Microsoft 365 issues (Exchange, Teams, OneDrive, Outlook).
* Support users with remote access tools like TeamViewer.
Knowledge
* ITIL is desirable but not essential.
Skills
* Must have a customer service mentality.
* Be 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.
* Demonstrate ability to prioritise and multitask.
* Possess strong communication skills, both verbal and written.
* Show strong time management skills.
What do you get in return?
* 25 days annual leave rising to 30.
* 5% pension after probation.
* State‑of‑the‑art offices.
* Access to a range of benefits via My Benefits World.
* Free eye care cover.
* Life Assurance.
* Cycle to Work Scheme.
* EAP (Employee Assistance Programme).
* Quarterly Tes Socials.
* Access to an extensive Learning and Development menu.
Who are Tes? Tes is a global Edtech leader, on a mission to empower schools and educators to deliver impactful, inspiring learning experiences worldwide. We understand the unique challenges faced by schools, and our ecosystem is specifically designed to address these needs head‑on. Our intuitive technology streamlines complex tasks, enhances learning experiences, and alleviates the administrative burdens that often overwhelm schools. By working closely with schools, we provide up‑to‑date resources, expert guidance, and a technology ecosystem dedicated to innovation and excellence in education. Join the hundreds of schools already benefiting from the Tes ecosystem and help empower educators to achieve more, ensuring every student thrives in a supportive, well‑managed learning environment.
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