Technical Service Desk Analyst – 2nd Line (HFL Education)
Salary
Band 3 – £22,000 – 24,000 p.a
Date Ending
May 15, 2023
Contract: Permanent
Hours: Full time at 37 hours per week, 52 weeks per year
Salary: Band 3 – £22,000 – 24,000 p.a
Location: Hybrid working consisting of remote working, travel to Hertfordshire schools during school holidays, flexibility required for initial two week training and occasional visits to Robertson House, Stevenage to meet business needs.
Are you enthusiastic about technology? Are you in a 1st line support role but ready for your next challenge? We love to invest in our own talent and your development is just one of the things we are passionate about at HFL Education!
What’s in store?
- A comprehensive induction programme to prepare you for your role within a fast-paced Service Desk.
- Training provided by accredited coaches helping you to learn all things technology related for schools
- A remote work environment where you are continually learning and challenging yourself technically to fulfil your potential
- We really live our company values and ensure that each of our team members feels appreciated, respected and part of a supportive team
What’s the job like?
- This is a Monday – Friday role working remotely with no shifts!
- As a 2nd line Analyst at HFL you become part of the wider school family, building trusted relationships with customers and colleagues, and working collaboratively within the team to provide an outstanding service.
- You will manage customers’ expectations, ensuring that they’re kept up to date on the status of their outstanding IT tickets in line with expectations and agreed Service Level Agreements (SLAs).
- You will ensure that incidents and service requests are logged, progressed, and resolved according to our agreed service delivery standards and procedures.
The perks…
- Opportunities to get hands on experience of installations at school sites during school holiday periods.
- Access to mental health and wellbeing support.
- 28 days paid annual leave (rising to 31 days after 5 years’ service).
- Industry-recognised qualifications to boost your employability and promotability.
- Competitive salary of between £22,000 – 24,000 per annum.
- 10% employer contributory pension scheme.
- Annual performance bonus (dependent on business profitability).
- HFL Reward Scheme, providing discount on hundreds of retailers for fashion, travel, electronics and much more.
- Regular social events.
- Continued support to help you fulfil your potential – you’ll keep advancing your technical skills throughout your career .
What we need from you…
- Excellent spoken and written communication skills are essential in this role
- Enthusiasm and willingness to learn and develop new skills and technologies.
- The ability to be independent and resourceful.
- Organised with strong attention to detail.
- Excellent analytical and problem-solving skills.
- A positive attitude and a passion for helping people.
- The ability to stay calm when working in a fast-paced environment.
We’d certainly like…
- 1-2 years’ experience working within an IT Support environment ideally in a 1st Line role (Essential).
- Some experience of Windows operating systems up to and including Windows 10/Server 2019, Antivirus software, Wireless technologies, Apple iOS, hardware problem troubleshooting.
- Knowledge of M365 and/or Google cloud technologies (desirable)
- Any other technical qualifications achieved.
Our ‘working from anywhere’ approach provides colleagues the opportunity to work flexibly in line with their role requirements. Onsite training in Hertfordshire schools will also take place during school holiday times so you should live within commuting distance of Hertfordshire. As there is a permanent home working element to this role, you will need to ensure you are equipped for home working.
Would you like to know more information about this opportunity? If so, further information can be found in the job outline. You can also contact Ryan Avis who would be happy to chat to you on 01438 544462 or email ryan.avis@hfleducation.org
How to Apply To apply, email hfl.recruitment@hfleducation.org with a detailed CV along with a cover letter to include responses to the following questions:
- Tell us what interests you about a career in technology and what are your ambitions?
- Which technologies have you supported in your previous role(s)?
- Tell us about an occasion when you had to meet a timescale or priority, what actions you took and what were the outcomes.
- What do you know about HFL Education (previously Herts for Learning) and what can you bring to our team?
As part of our move towards eradicating unconscious bias within the recruitment process, we will be anonymising your forms.
To discuss any recruitment queries please email our Central Recruitment Team on hfl.recruitment email address above. We would love to hear from you.
This job advert may close as soon as sufficient applications have been received. To make sure you don’t miss out on this great opportunity, please submit your application as soon as you can.
Interview Process:
Stage 1 – 15-minute Telephone Interview
Stage 2 – 1 hour Interview in Robertson House, Stevenage.
We are committed towards becoming an anti-racist organisation, and our recruitment statement is set out below in support of this.
HFL is committed to being an equal opportunities employer. We insist on the equal treatment of all current and prospective colleagues and will never condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
HFL is also equally committed to becoming an anti-racist organisation and we encourage you to view our Anti-racist position statement which gives clarity on our anti-racist stance. In our relentless efforts to be an anti-racist organisation, we recognise the negative impacts of under representation and lack of diversity in our organisation, our education system and in all aspects of our society. Therefore, for recruitment into any HFL post, where we have 2 or more candidates of equal merit, candidates with protected characteristics will be given advantage over candidates without such characteristics. This is sometimes referred to as a ‘tie-breaker’ and is referred to as ‘positive action’ in the Equality Act 2010.
To help us meet our high standards and aspirations of a fully diverse and inclusive workplace, we strongly encourage suitably qualified applicants from all backgrounds to apply and to join us.
Please note that if you are invited to interview, we will expect you to be prepared to discuss unconscious bias with us; we find these conversations more than any others give us all a good idea of what working together will be like.
