Senior IT Support

Senior IT Support Technican (Education Industry)

Up to £35k

25.5 Days Holiday + BH

37 Hours PW + 1 Day From Home

JOB PURPOSE:

Provides 3rd line support to stakeholders in line with Trust internal IT policies and procedures; supports the IT Network and Support Manager in the delivery of IT Services; supports the operation of all IT systems, services, and infrastructure; provides IT assistance and training to all stakeholders; provides technical guidance to the IT Support Analysts; deputises for the IT Network and Support Manager.

MAIN DUTIES & RESPONSIBILITIES

The Senior IT Analyst will:

• Work collaboratively and effectively with colleagues within the IT Services team to support the development of the IT Services.
• Support IT Services team colleagues with peer-to-peer knowledge sharing and training, as well as serving as a point of escalation for junior colleagues.
• Participate in annual performance reviews with the IT Network and Support Manager.
• Deputise for the IT Network and Support Manager.
• Under direction of IT Network and Support Manager, organise and monitor own workloads to meet organisational needs, delegating work where appropriate to the IT Support Analysts.
• Ensure the prioritisation of own workloads is implemented efficiently and effectively.
• Support practices for continuous development across the IT Services.
• Test and support coordination of disaster recovery/business continuity plan.
• Support the rectification of cyber security issues within an appropriate time scale to make sure the school network is secure for students, staff and visitors.
• Perform routine maintenance on system software applications, upgrading and supporting as required - this may be covered elsewhere.

The Senior IT Analyst will:

• Implement and develop the IT Service Desk support and incident management policies and processes to all stakeholders.
• Implement and develop IT Service Desk incident and support service offerings in line with the internal and external KPI’s and SLA’s.
• Support the IT Network and Support Manager in ensuring that all stakeholders have access to the IT resources required to perform their roles effectively and efficiently.
• Provide 3rd line support to stakeholders effectively and efficiently.
• Provide desktop, on-premise support to stakeholders as required.
• Be a point of escalation for complex IT incidents and service requests as required, from the Service Desk and the IT Support Analysts.
• Support the use of ITSM through the ITIL methodology, including incident problem and change enablement.
• Follow internal IT policies and processes for the induction, movement and departure of staff.

In support of the IT Network and Support Manager the Senior IT Analyst will:

• Ensure the integrity of the records of IT assets and their assignments to stakeholders.
• Ensure the assignment of IT assets to stakeholders are managed, maintained, recorded and updated effectively and accurately.
• Procure hardware and software in line with the procurement guidelines, as well as Government public procurement policies, while ensuring best value for money.
• Liaise with contractors and suppliers to obtain pricing and manage the roll out of infrastructure works in collaboration with the IT Network and Support Manager.
• Follow relevant health and safety guidelines and participate in risk assessments where required.

The Senior IT Analyst will:

• Work with the IT Network and Support Manager to develop and extend IT knowledge and capabilities across the Trust.
• Provide training and CPD to stakeholders in the form of written knowledge base articles, service-area updates, and communications, on-demand and live virtual training sessions and physical training sessions to both individuals and large groups, in support of the Trust’s strategy for IT and stakeholder development.
• Participate in internal training and CPD as required.
• Advise the IT Network and Support Manager on any specific training requirements for themselves, or for the IT Support Analysts in support of their role.

In collaboration with the IT Network and Support Manager, the Senior IT Analyst will:

• Implement and develop internal IT security policies, processes, and cybersecurity measures and procedures at all times.
• Implement security measures to protect network and data integrity, confidentiality, and availability (CIA).
• Ensure network infrastructure is properly documented.
• Be responsible for the management of network hardware and SD-WAN technologies, including routers, switches, on-premise firewall systems.
• Develop and secure the inter-site WAN using the above technologies.
• Collaborate with the IT Network and Support Manager to design and implement appropriate and secure systems to meet the requirements of the IT Strategy.
• Perform routine maintenance on system software applications, upgrading and supporting as required

The Senior IT Analyst will:

• Contribute to the IT Services policies, processes, and procedures.
• Advise the IT Network and Support Manager on emerging educational technologies as appropriate.
• Keep up-to-date on developments in technology for the education sector, alerting and advising the IT Network and Support Manager to on developments that could support the work of the Trust IT Services team.
• Support effective operations across the Trust.