Service Desk Analyst - SIPS Education Ltd

SIPS is a not-for-profit, education support, service provider committed to supporting excellence in schools.

A proud member of Co-operatives UK, our purpose is centred upon enriching children and young people’s learning and well-being by providing, excellent, value for money, products, and services.

We’re owned and governed by schools, and we operate an innovative, agile, stakeholder-led service.

Our services include IT, Safety Services, Human Resources, Catering, Finance, Risk Management, Music and Arts, Teaching and Governance.

SIPS IT is a team of qualified and experienced support specialists, each of whom individually excel in their field of expertise, while collectively uniting to work together to support every member of staff.  SIPS IT currently support over 250 schools in 14 local authorities across The Midlands.

Role Summary

As a member of the first line support team you will be responsible for providing a responsive and customer focussed support service to Schools, via remote support, telephone support, and local desk side support for internal users.
The role requires a good understanding of both IT software applications (preferably those used within a school environment) and technical, hardware related issues.
The role is office based 4 days per week, working from home on Fridays.   This a full time role but we would consider term time only working for the right candidate.
Key Responsibilities

• Provide first point of contact and support for IT cases both to internal and external customers.
• Ensure all IT cases are recorded, categorised, and prioritised in accordance with the agreed procedures and SLAs.
• Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
• Use of IT tools to support and remotely manage customer systems.
• Support in the build, configuration, and management of IT assets across the service.
• Ensure regular case updates to manage customer expectations and satisfaction.
• Build knowledge and expertise across all services supported through ongoing personal development
• Update Knowledge Base articles as required to ensure they are reflective of the current support and service.
• Identifying reoccurring issues that can be fed back to Service Desk Team Lead, for long term fixes, to reduce the impact on the service desk.
• Provide support for IT projects as required.
• Provide a positive, professional can-do attitude and maintain a high-quality service of support to customers
• Contribute into the expansion and maintenance of a robust Knowledge Base for first line team, that includes escalation paths, guides to temporary fixes, solutions, and workarounds for known errors or problems.

Skills & Experience

• Good attitude to delivering excellent customer service
• Ability to work under own initiative, being resourceful and able to accept responsibility.
• Patient and sympathetic approach to others.
• A thorough and rigorous approach to work and documentation.
• Willingness to learn and develop new skills.
• Good communication skills and telephone manner
• Communicate information simply and concisely to customers.
• Good attention to detail
• Confident individual with a proactive attitude
• Ability to apply a logical approach to troubleshooting of issues.
• Good working knowledge of IT hardware and software
• Knowledge of School MIS would be an advantage.

Application forms are attached below and should be returned to SIPS Education Ltd, 2nd Floor, Guardian House, Cronehills Linkway, West Bromwich, West Midlands B70 8GS or emailed to hr.recruitment@sips.co.uk 

SIPS Education Ltd is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment.  

This post is exempt from the Rehabilitation of Offenders Act 1974 and is eligible for an enhanced DBS (Disclosure Barring Service) clearance    

This post is covered by Part 7 of the Immigration Act (2016) and therefore the ability to speak fluent and spoken English is an essential requirement for this role. 

SIPS Education Limited is a Disability Confident Committed employer and encourages applications from disabled people. If you inform us that you are disabled and meet the minimum criteria for the job you will be offered an interview 

SIPS Education is an Armed Forces-friendly employer who supports the employment of veterans and members of the Reserve Forces 

Please ensure application forms are signed if sending via email. 

If you have provided an email address, correspondence will be sent via e-mail.  

If you are successful in being short-listed for interview, you will be contacted via email within 28 working days of the closing date. Please ensure you check your junk/spam boxes as well as your inbox incase any correspondence has been delivered there. 

Online Search 

An online search will be undertaken on all shortlisted candidates.  This search does not form part of the shortlisting process and you will have the chance to discuss any issues of concern that may come up during this search during the interview. 

Hours: 37 Hours, Permanent 

Grade: Grade 3, SCP 12-13 - £22,237 - £22,812 per annum

Location: SIPS Education Ltd, Guardian House, Cronehills Linkway, West Bromwich B70 8SW

Closing Date: 13^th September 2024

Shortlisting Date: 16th September 2024

Interview Date: W/C 23rd September 2024