Service Desk and Smart Bar Analyst

Overview

At AQA, we’re committed to advancing education and to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.Service Desk Analyst

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Permanent

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Manchester£24,735 - £27,257Smart Hybrid WorkingWhat the role involves

You will be part of a team of 11 colleagues (6 in Manchester) providing first line support across the business (4 sites). Responsibilities include responding to daily queries via the smart bar, telephone and service desk portal; resolving issues; and ensuring colleagues can create and run GCSE and A Level exams. You may also be involved in building laptops and ensuring meeting/ conference rooms and office spaces are fully equipped and running smoothly. This is a fast-paced, non-remote role where you are expected to be present in the office generally 4 days per week (sometimes 5).Responsibilities

Provide first line IT support via the Smart Bar, phone and service desk portal for multiple sites.Manage incidents, service requests and problems, ensuring they are logged, progressed, updated and resolved.Assist with asset management (laptops, desktops, monitors, peripherals, mobile devices) and joiner/mover/leaver processes for accounts.Provision software to end users via Active Directory and EntraID; deploy 1st line fixes including VPN, software, and hardware troubleshooting.Escalate incidents as needed and liaise with Incident Managers; focus on P1/P2 issues and examination-related processes.Support the Smart Bar operations, including provisioning and managing devices, and ensuring meeting spaces are ready for use.Maintain change control and support audit activities with evidence and documentation.Contribute to continuous improvement efforts within the Service Desk and Smart Bar team.Collaborate with other teams across the business to deliver a high level of customer service.What we’re looking for

Effective oral and written communication skills; ability to engage with colleagues and customers.Understanding and use of ITIL practices, services and processes (Incident, Service Request, Problem, SLA).Strong organisational skills; ability to manage workload and work within short time constraints.Digital literacy and willingness to learn; identify development opportunities.Commitment to security, privacy and ethics and to organizational standards.Ability to adapt to varied environments and contribute to routine issue resolution; proactive problem solving.Familiarity with ITIL best practices; ability to work with a team and provide training or guidance as needed.Stand-out benefits

35 hour working week25 days annual leave (plus office closure at Christmas)Excellent pension contributions (up to 18.5%)Private medical insurance and a health care cash planAccess to staff network groups (LGBTQ+, neurodiversity, disability, women, wellbeing, ethnic minority and more)Onsite gym, yoga and games rooms, and a subsidised café in a modern office spaceTraining and development opportunities, including ITILParticipation in projects and continuous improvement initiativesCollaboration with cross-functional teamsSupportive line manager and team cultureHow to applyRead the full job description, then upload your most recent CV with a cover letter explaining why you are the right person for the role.AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace where everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and supported to thrive.Applications will be reviewed as received. Interviews are planned for early October at the Manchester ..... full job details .....