About the role This is a unique opportunity to join a business services company within the education sector as a Senior Support Analyst. Providing flexible and bespoke support for schools'' Education ICT, HR, Governor Services and School Management. Duties and Responsibilities To manage incidents, requests, problems and changes in line with the ITIL processes and local procedures. Liaise with customers and suppliers to provide remote assistance and complete site visits where required to resolve incidents and complete requests. Update records throughout all stages of all processes so customers can view the latest information at any time and keep the Service Desk informed throughout all stages of all processes by various communication mediums Escalate calls to internal teams, managers and external partners and suppliers as required. To maintain accurate records relating to incidents, requests, assets, licences and other aspects of IT service management. To evaluate and advise on MIS and finance related hardware and software for schools and academies. To customise software to reflect the needs of schools, academies, LAs, DfE, and others. To take the lead responsibility for either school/academy finance software , specific SIMS modules or other MIS related software support as per the requirements of the service. To maintain appropriate security for applications, databases, interfaces and any data stored, processed or transmitted, including user access controls and phy