Title: Desktop Support Analyst Department: Technology Location: Talbot Green, Pontyclun Contract Type: Full time, permanent Salary: Up to £32,000 per annum Tes is an international provider of software-enabled services passionate about using technology to make life easier for schools and teachers. All products and services are built with teachers and schools needs at the core, ensuring they are innovative, trusted education solutions. Role overview: As part of the Desktop support team, you will have exposure to a wide range of technologies and processes. The role will work across first line interaction with customers managing service requests and incidents through to working with third line engineers to help resolve complex problems in conjunction with third parties. Working within shift patterns to provide appropriate support cover to the business. Scope for travel to other TES sites as and when required. Key Responsibilities: Experience of supporting Windows 10/11 and Office 365. Experience support VOIP telephony systems including 8x8. Teams’ rooms and video conferencing equipment. Azure AD and Intune experience is required. ITIL Foundation qualification desired but experience working in an ITSM environment useful. Good understanding of corporate network infrastructure and architecture sufficient to support and troubleshoot issues and to maintain the office network connectivity via Wi-Fi, cabling, hubs, switches. Strong understanding and troubleshooting skills of iPhone/iPad and Android with Mobile Device Management support experience. Excellent written and verbal communication skills, tactful, enthusiastic, confident, ability to work independently as well as part of a team, and flexible approach to meet changing business needs. Ensure that a high level of customer service and support are provided to all customers. Understanding of virtualisation would be beneficial. Ensure we maintain and develop local IT guidelines, processes, practices, and procedures that support a high quality of customer service. Provide overflow support and intelligent hands for the IT service desk as required. Ensure all incidents and requests are dealt with within agreed SLA’s. What will you need to succeed? Must have strong technical skills across a wide breadth of Desktop technologies including: Microsoft Office Suite (Office 365, Outlook, Teams, SharePoint) and Azure AD MS Intune and Apple Business manager Windows 11 and Apple MacOS TeamViewer and Windows Remote Desktop Sophos endpoint manager and Windows Autopilot Proactive in suggesting new ideas that simplify or accelerate the delivery of technology solutions. Take responsibility for decisions and the quality of work. Must have a customer service mentality. Maintain a positive and proactive attitude. Foster good working relationships with other technology teams and business units. Demonstrable ability to prioritise and multitask. Must possess strong communication skills both verbal and written. Able to demonstrate 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 parking Free eye care cover Life Assurance Cycle to Work Scheme EAP (Employee assistance programme) Monthly Tes Socials Access to an extensive Learning and Development menu Who are Tes? Tes has been supporting the education sector for over a century, growing and changing alongside the evolution of education. Today, Tes is focused on providing digital solutions to support school leaders and teachers with wellbeing, continuous professional development, safeguarding, SEND provision, flexibility through timetabling, and pupil behaviour management. Our Vision is to power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education. Tes has over 13m teachers in its online community and working relationships with 25,000 schools in over 100 countries. Tes helps schools find the teachers they need via a range of recruitment solutions; brings new teachers into the profession through initial teacher training; provides teachers with continuous professional development and world class safeguarding training. It also offers a range of expert tools for the classroom from timetabling, SEND provision, and behaviour management solutions to dynamic staff surveying and wellbeing tools. Tes brings educators together online so they can share expertise and teaching resources and it provides them with vital information, research and analysis about education via its fully digital Tes Magazine. Tes is a global company employing over 600 people and operating across 10 offices, including in London, Sheffield, Hong Kong, Sydney, and Dubai. We are proud of our people centric culture where everyone is driven to achieve the same goal. We are an agile organization striving for continuous improvement. We invest in our people with extensive learning and development opportunities and support our colleagues with various mentoring and career enhancement programmes. Tes Global will ensure all qualified applicants receive consideration for employment without regard to race, sex, colour, religion, sexual orientation, gender identity, national origin or on the basis of disability. We invite applicants to contact us directly to identify any additional support required. www.tes.com/tesglobal Other details Pay Type Salary Min Hiring Rate £30,000.00 Max Hiring Rate £32,000.00