Service Desk Analyst

Overview

Description

Summary

Purpose:

This role provides a best-in-class service to colleagues in line with departmental quality standards. Primary responsibilities include presence on the Smart Bar and phone cover during core business hours. The role ensures services are delivered to agreed targets and that the Service Desk and Smart Bar remain efficient and cost-effective for AQA. The role manages colleagues' Incidents, Service Requests and Problems, ensuring they are logged, progressed, updated and resolved.

Work is performed under routine direction with limited discretion, and guidance sought in unexpected situations. The role sits within the Service Desk team of the CSO - Enterprise Technology, responsible for resourcing the Smart Bar and other Service Desk services, and acts as the initial escalation point for technical issues raised by end users.

• Provide first-line support and act as the initial escalation point for technical issues raised by end users.
• Log, progress, update and resolve Incidents, Service Requests and Problems in accordance with defined targets and ITIL processes (Incident, Service Request, Problem, Service Level Management).
• Maintain professional relationships with internal and external colleagues, and collaborate to deliver a best-in-class service that meets colleague needs.
• Work with Senior Service Desk Analyst, Service Desk and Smart Bar Manager, Head of Service Delivery or the wider Enterprise Technology Management Team as needed to safeguard confidential information.
• Contribute to audit activities by providing evidence and support.
• Identify and explore opportunities for Continuous Service Improvement and support compliance with AQA policies and legal requirements (e.g., HSE, Equal Opportunities, ISMS).
• Handle workload and asset management, including laptops, desktops, monitors, peripherals and mobile devices; adhere to defined KPIs and ITIL processes; assist with analysis and implementation of improvements.
• Manage tickets within the Service Management tool, including 1st-line fixes (VPN, software, hardware) and provisioning via Active Directory and EntraID.
• Take responsibility for the Joiner/Mover/Leaver process, ensuring accounts are created and end-dated/disabled in a timely manner; liaise with other teams as applicable.
• Provide cover on the Smart Bar and Phones according to agreed shift patterns.

• Take ownership of escalations or complaints and implement improvement plans to maintain high customer service levels.
• Escalate incidents that affect the wider organisation, focusing on P1/P2 and issues related to examination processes or publication of results.
• Escalate incidents where assistance is required and participate in team drop-in sessions to resolve issues.

• Gains a basic domain knowledge with ability to apply essential knowledge and learn systematically; creates and maintains knowledge articles within the Service Desk Tool.
• Strong communication skills (oral and written) for effective engagement with colleagues and customers.
• Familiarity with ITIL best practices and ability to manage workload and deliver services to targets.
• Proactive, detail-oriented, and able to work with limited discretion; plans own work within short time constraints.
• Digital skills appropriate to the role; willingness for learning and professional development; awareness of security, privacy and ethics aligned with organisational standards.
• Positive behaviours, with ability to provide clarity, challenge, feedback and training aligned to business objectives.

Note:

This description reflects roles and responsibilities for the position and may be subject to change in line with business needs.