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Full job description
Data Management Services – Service Desk Analyst
Contract: Permanent
Hours: Full time, 37 hours per week, 52 weeks per year
Salary: FTE £25877.80 per annum
Location: Hybrid working consisting of remote working, with flexibility required to work across educational settings in Hertfordshire and neighbouring counties with 1 day per week in the Head office in Stevenage.
About the Role
You will be part of a professional and supportive Service Desk team, working directly with school staff to resolve MIS queries, manage incidents and requests, and deliver services in line with agreed SLAs and KPIs. You will support systems including Arbor, Bromcom and SIMS and contribute to the ongoing development of guidance, training and service improvements.
Key Responsibilities
- Provide MIS support via telephone, email and the ICT Service Desk portal
- Log, manage and resolve incidents and requests within the IT Service Management system
- Liaise with schools, internal colleagues and third‑party suppliers
- Help in the preparation of user documentation and knowledge‑base articles
- Support MIS training
- Advise schools on effective data management and statutory requirements
- Contribute to service development and promote HfL MIS services
About You
You will be organised, proactive and customer‑focused, with:
- An eagerness to learn
- Strong work ethic
· Demonstrates a positive, team‑focused approach to work
- Excellent communication and problem‑solving skills
- Strong IT skills, particularly Microsoft Word, Excel and Outlook
- The ability to manage competing priorities in a busy environment
Our ‘working from anywhere’ approach provides colleagues the opportunity to work flexibly in line with their role requirements. This consists of remote working and, 1 day per week in our Head Office in Stevenage, Hertfordshire.. As there is a permanent home working element to this role, you will need to ensure you are equipped for home working.
Benefits: a generous employer pension contribution, 28 days annual leave plus bank holidays (rising to 31 days after five-years) or the equivalent paid for Term Time employees, family-friendly policies, hybrid working, paid mileage, a cycle to work scheme, onsite charging points for electric vehicles, access to mental health and wellbeing support, company performance bonus, professional development opportunities, benefit schemes for discounts and cashback offers, and more.
Would you like to know more information about this opportunity? If so, further information can be found in the job outline. You can also contact Lisa Harvey who would be happy to chat to you on 01438 544466 or email [email protected]
To apply, email [email protected] with a detailed CV along with a supporting statement, explaining how you meet the requirements of the job outline and person specification. We would also love to hear why you are interested in becoming part of the HFL team.
Alternatively, please apply via our website – Job vacancy: Data Management Services – Service Desk Analyst | HFL Education
As part of our move towards eradicating unconscious bias within the recruitment process, we ask that you follow the guidance stated in the application forms.
To submit your application or to discuss any recruitment queries please email our Central Recruitment Team on [email protected] or 01438 544439.
We would love to hear from you.
Closing Date: Midnight 10th June 2026
Interview Date: Friday 19th June 2026 in Stevenage.
This job advert may close as soon as sufficient applications have been received. To make sure you don’t miss out on this great opportunity, please submit your application as soon as you can.
We are committed towards becoming an anti-racist organisation, and our recruitment statement is set out below in support of this.
HFL is committed to being an equal opportunities employer. We insist on the equal treatment of all current and prospective colleagues and will never condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
HFL is also equally committed to becoming an anti-racist organisation and we encourage you to view our Anti-racist position statement which gives clarity on our anti-racist stance. In our relentless efforts to be an anti-racist organisation, we recognise the negative impacts of under representation and lack of diversity in our organisation, our education system and in all aspects of our society. Therefore, for recruitment into any HFL post, where we have 2 or more candidates of equal merit, candidates with protected characteristics will be given advantage over candidates without such characteristics. This is sometimes referred to as a ‘tie-breaker’ and is referred to as ‘positive action’ in the Equality Act 2010.
To help us meet our high standards and aspirations of a fully diverse and inclusive workplace, we strongly encourage suitably qualified applicants from all backgrounds to apply and to join us.
Please note that if you are invited to interview, we will expect you to be prepared to discuss unconscious bias with us; we find these conversations more than any others give us all a good idea of what working together will be like.
Pay: £25,877.80 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Free flu jabs
- Free or subsidised travel
- Free parking
- Life insurance
- On-site parking
- Sick pay
- Store discount
- Transport links
- Work from home
Application question(s):
- Do you drive and hold a full UK driving licence
- Are you based locally and willing to travel as stated
Work Location: Hybrid remote in Stevenage SG1 3EE
