Ict Service Analyst

**ICT Service Analyst**

**OVERALL PURPOSE OF THE POSITION**
- Delivering high-quality delivery technology services consistently support throughout the School,

including Classroom support and administrative functions.
- Provision of first level support for all IT enquiries and incidents, with clear escalation procedures to

second and third level technical support, ensuring troubleshooting problems through to satisfactory
resolution.
- Installation, programming, maintenance, support and repair of hardware, software and systems which

fall under the authority of the ICT Department.
- The position will have a high degree of autonomy in managing the day-to-day activities required of the
- The position provides an opportunity to support one of the leading schools in the full and appropriate

use of technologies across the curriculum.
- The position provides opportunities to further develop skills and experience, in areas of technology

appropriate to the School’s need.

**PRIMARY DUTIES & RESPONSIBILITIES**
- Provide support to all users in the school, including procedural documentation.
- Service Desk Management, including but not limited to:

- Answering and responding to calls and initial triage
- Logging tickets in the Service Desk system
- Coordination and allocation of ICT resources
- Ensuring that all jobs are prioritised and actioned in accordance to the ICT Service Delivery
Standards
- Follow up and review of service requests and incidents
- ICT Asset Management, including but not limited to:

- Assist in maintaining the ICT asset register, managing device lifecycle and inventory.
- Auditing of asset records
- Software records
- Develop and maintain accurate documentation to promote and support the use of ICT within the

School, specifically, but not limited to:
o Asset inventory
- Equipment repairs
- Service tickets
- Procedures required to carry out tasks relating to day-to-day jobs.
- Support all members of the ICT Department in ensuring that ICT Services, functions and operations

are working as expected.

**People & Culture**

- Collaborate with ICT staff to facilitate the delivery of special projects
- Collaborate with the ICT and Digital Learning teams to deliver a positive learning experience for staff

and students
- Support and maintain School owned devices, including but not limited to staff laptops, classroom labs,

Audio Visual (AV) systems, printers, and other devices
- Support and maintain the School 1:1 devices and provide support for student BYOT devices
- Co-ordinate with repairs and on-site visits for Barker ICT and student BYOT equipment
- Maintain and coordinate loan and exam laptops
- Coordination and implementation of start and end of year processes
- Escalate issues to the ICT Support Coordinator and/or ICT Infrastructure & Operations Manager where

appropriate
- Be informed regarding current developments and best practice in ICT and communicate these with

the School community
- Identify and raise with the ICT Support Coordinator key areas for training users.

The list of areas and responsibilities in this position description are seen to be indicative and not exhaustive.

The Head of ICT or Head of Barker College may direct other duties, commensurate with the ICT Service
Analyst’s training and experience, at their discretion at any time.

This position description may be reviewed following a summative appraisal, or at some other time by
negotiation.

**Key Performance Indicators**
- Documenting day-to-day procedures as trained by senior technical staff
- Consistently follow procedures set by senior technical staff
- Service Desk:

- Close tickets when completed in a timely manner
- Maintain timely and accurate Helpdesk records
- Ticket time logged per day
- Ticket accuracy
- Improvement in response to problems by a reduction in the number of call-backs by users and problem

escalation to senior technical staff
- Increased user satisfaction regarding use of ICT Support Services within the School
- Asset allocation precision
- Ability to perform tasks after training without continual follow up reinforcement
- Ability to set priorities and maintain deadline
- Accuracy of problem resolution
- Ability to assist users to work independently of ICT
- Maintain neat and tidy workplace

**People & Culture**

**SKILLS AND KNOWLEDGE ESSENTIAL TO THE JOB**
- Customer-service mindset with a patient, helpful attitude
- Strong problem-solving and diagnostic abilities.
- Proficiency with Windows 10/11 and macOS environments.
- Experience with Microsoft 365 (Exchange Online, Teams, SharePoint).
- Familiarity with Intune, Kandji, or similar MDM tools.
- Basic networking knowledge (Wi-Fi, DNS, DHCP, VPN).
- Experience with ticketing systems (e.g., Jira, Web Helpdesk).
- Strong problem-solving and diagnostic abilities.
- Excellent verbal and written communication skills.
- Ability to work independently and collaboratively in a multi-cultural and diverse environment.

**ESSENTIAL PERSONAL ATTRIBUTE