IT Support Analyst – 2nd Line x 2

IT Support Analyst -2nd Line – £30k – Bradford Or Liverpool

Duties and Responsibilities  Provide support to Trust technical infrastructure and end user computing, including strong technical support and customer experience; and effective and efficient first line resolutions across the Trust.  Provide central IT service functions, including the management of incident and problem tickets and the purchasing of assets.  Centrally manage service desk tickets for all of the IT services team, including SLA escalations, technical escalations, managerial reporting, operating the service desk switchboard and responding to email requests.  Responsible for troubleshooting and resolving tickets upon first contact.  Responsible or the management and maintenance of active directory including group policy, account management and account automation.  Responsible for visiting academies across the Trust to support IT site services, including assistance on problem escalation, triage and covering for staff absences.  Deliver training courses on all new technical initiatives or within refresh projects as and when required.  Remote monitoring and trend analysis of analytical data from all infrastructure components.  Network troubleshooting and deployment, including fire walls, proxy services, content filtering and wired and wireless networks.  Responsible for the support of all corporate applications.  Ensure servicing and maintenance schedules are undertaken at the most operationally / convenient times.  Understand, interact and fall in line with departmental planning strategies, such as PMP.  Complete and file service tickets in the service desk system for self and team.  Record major incidents, remedial activity and future actions.  Manage all IT infrastructure documentation; following, and improving on, change management activities.  Ensure service resources are available where and when needed with appropriate skills across all teams.  Work as part of a larger team to support multiple academies.  Participate in the Trust coaching process.  Engage fully in the Trust appraisal process to fulfil personal potential and be able to participate effectively in the implementation of the Trust’s goals and improvement plan.  Attend meetings / training and carry out administrative tasks and duties as specified on the Trust calendar.  Consistently implement all Trust policies.  Contribute to decision-making and consultation procedures.  Report any safeguarding concerns immediately to a Designated Safeguarding Lead.  Carry out any other reasonable duties as requested by the IT Services Manager.