2/3 Line Desktop Analyst

Job summary
AQA is an educational charity and the largest provider of GCSE and A-level qualifications. We are currently going through an exciting phase of significant change. We are looking for an experienced 2/3 Line Desktop Analyst who will work as an integral member of our Desktop Support team providing 3rd line administrative support of our Desktop Infrastructure (SCCM, Citrix, AD, GPO) and acting as an escalation point for our Desktop Technicians.

What you’ll do
•Supporting the backend SCCM environment (administering SCCM Task sequences, application deployment, patching)
•Supporting the backend Citrix environment (administering Citrix Desktop Catalogues, application virtualisation, patching)
•Provide second line support of windows, desktop, mobile, telephony and supporting desktop infrastructure
•Support hardware lifecycle refresh, service and systems maintenance to facilitate effective delivery of service against agreed service level
•Manage and support hardware moves and changes including setup, telecoms, network & connectivity
•Carry out monitoring and reporting to identify issues and ensure timely resolution and/or make proposals for improvements
•Proactively work to ensure that the Desktop Team achieve their collaborative, team and personal objectives

What you’ll have

•Logical thinker, able to diagnose technical issues in a pressured environment
•Dynamic individual who through innovation and taking initiative will introduce efficiencies in our processes and procedures
•A track record of continual service Improvement
•Experience of supporting/managing a Microsoft Windows 7/10 desktop computing environment
•Installation, deployment, configuration and patching of desktop Operating systems and applications using SCCM
•Application packaging experience using Admin Studio (or similar) would be advantageous
•Experience of managing/configuring a Virtual Desktop Infrastructure (Citrix/VMWare/Microsoft)
•Experience of Microsoft Active Directory, Group Policy, DNS, DHCP, MBAM, LAPS, Device Guard, Credential Guard and PowerShell scripting
•Mobile device management – ideally MobileIron
•Good understanding of Software and Hardware Asset Management in a corporate environment
•Experience of End Point protection in a corporate environment (including Cyber Incident response)
•Experience of Administering/Supporting Microsoft Office 365/ Microsoft 365 advantageous
•Experience of working in an ITIL based Service Management environment
•Experience of supporting Desktop OS migration from Windows 7 to Windows 10 advantageous

About us

We are a changing organisation, driven by our exciting Nexus programme. Nexus will re-platform AQA for the future by delivering a clouded, SaaS product to run our core exam operations. In addition, we are a maturing IT organisation who are looking for talent developers to help drive this exciting period of change.

What’s in it for you?

We recognise the contribution our people make, and in return we are proud to offer an extensive reward and benefit package, including:

•The opportunity to have a significant influence on, and exposure to, the technical architecture of your projects
•Significant input into development processes, tools and practices
•A core 35 hour working week
•25 days annual leave rising to 30 days, plus all Bank Holidays and additional Christmas leave
•Five paid days per year for voluntary service
•A contributory pension scheme
•An enhanced maternity/paternity and sick pay scheme
•A Ride to Work scheme
•An on-site staff restaurant.

How to apply

To apply, please submit your CV and a covering letter stating why you think you are suitable for the role and your salary expectations via our website.

Applications will be reviewed as we receive them and if a suitable candidate is identified, we reserve the right to close our adverts sooner.

AQA is an equal opportunities employer and welcomes applications from all sections of the community. AQA is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and post holders to share this commitment. Our Safeguarding Policy is available on our website.