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Service Desk Analyst (Maternity Cover)

Job Title: Service Desk Analyst

Location:  Bolton

Salary: £18,000 per annum

6 Month FTC


The National Fostering Agency (NFA) Group is one of the largest independent providers of high quality foster care and special needs education and care. We partner closely with Local Authorities and UK foster carers to create the best possible opportunities and outcomes for child fostering. Now with Acorn Care and Education a part of the NFA family we provide education and care across 17 schools and 17 residential care homes nationally.


Job Purpose

This is a fantastic opportunity for you to join a growing IT team based in Bolton. As the Service Desk Analyst, you will be responsible for receiving and handling IT incidents and service requests. The role is initially a 6 month FTC covering maternity leave.

Reporting to the Senior Service Desk Analyst you will manage calls, emails and logged tickets from the central teams, schools and residential homes. You will strive to maintain a good standard of customer service, ensuring all clients are informed of changes to requests and incidents which have been logged.


Who we are looking for?

We are looking for someone who can demonstrate a willingness to learn and develop your own personal skills and capability though on-going training as agreed with your line manager.  Please note that you will be expected to travel to other school and office locations in the UK.

You will have excellent customer service skills with a keen interest in IT. The successful candidate should have the ability to meet tight deadlines and work calmly under pressure. You should be able to work with challenging customers whilst maintaining a professional and friendly demeanour.

We are interested in candidates from customer service or IT support backgrounds. 


Key Accountabilities

  • Liaise with regional offices and schools on a regular basis to confirm all systems and services are operating as required.
  • Own and monitor all calls to resolution, escalating where necessary to line management
  • Maintain, organise and manage the hardware database. Ensure all requests are completed for all areas of the business.
  • Log all communications on to the incident management system
  • Organise the transportation of hardware items to and from regional offices and schools.
  • Liaise with external suppliers regarding the repair of equipment under warranty or maintenance contract.


Essential Criteria

  • Experience of working in an IT Service Desk Team or excellent customer service experience 
  • Experience of analysing and interpreting complex data and producing high quality information and reports
  • Ability to work calmly when under pressure and to meet tight deadlines
  • Ability to work with challenging customers
  • Be able to work alone and tackle tasks proactively.
  • Show good initiative and take ownership of tasks or issues
  • Has a professional and friendly demeanour, positive and flexible attitude and excellent inter-personal and communication skills


We are committed to safeguarding and promoting the welfare of children and young people and we expect all employees to share this commitment and undertake appropriate checks.


We are an Equal Opportunities employer.

Quick Information

Temporary - Full Time


up to £18,000 per annum


Closing Date:

Supporting files:

Policy Document
Job Description

Apply online now!