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ICT Service Desk Co-ordinator

2 months ago

Windmill Hill East Sussex, United Kingdom ARK Schools Full time €23,463

IT Service Desk Coordinator
Reports to:  IT Team Leader
Hastings (Hybrid)
Contract:  Permanent
Pattern:  Pattern:  Full Time (Shifts: 7am to 3:30pm, 8am to 4:30pm, 9:30am to 6pm)
As the IT Service Desk Coordinator, you'll play a pivotal role in our team, operating remotely to deliver outstanding support to schools and the broader Ark IT community. Your focus will be on providing proactive and reactive assistance, ensuring seamless access to IT resources for all stakeholders. You'll embody a customer-centric approach, prioritising user satisfaction while adhering to defined Service Level Agreements and Key Performance Indicators. Your efforts will contribute to maintaining the continuous availability and optimal performance of IT equipment, essential for facilitating efficient operations across our network.
Collaborate with Onsite Support Technicians to deliver superior customer service
Assess and categorise incoming support requests, aligning with SLAs and appropriate support teams
Act as the initial point of contact for technical assistance via IT Service Management
Perform remote troubleshooting, employing diagnostic techniques and effective questioning
Escalate unresolved issues to higher support levels or onsite teams
Provide accurate information regarding IT products and services
Motivated to work towards an ITIL V3 qualification
Understanding of school policies and practices
Knowledge of Data Protection Legislation
Strong dedication to providing professional IT support
Administrative proficiency for Service Desk operations
Competency in latest Windows OS and Microsoft Office
Demonstrate a proactive approach in building relationships with others
We’re an international charity, transforming lives through education. We exist to give every young person, regardless of their background, a great education and real choices in life. In the UK, we’re a network of 39 schools, educating around 30,000 pupils in areas where we can make the biggest difference and we’re recognised as one of the highest achieving academy groups in the country. We want to change the lives of children everywhere, not just in our own schools. So, we create and incubate Ventures designed not only to help pupils in Ark schools, but also to improve education systems.
You’ll be joining a group of like-minded, ambitious individuals who work collaboratively and are all committed to our core mission, that every child has the potential to succeed. 27 days annual leave plus bank holidays, rising with each year of service up to 30 days after 3-years’ service. This entitlement is pro rata for part time employees. This entitlement excludes bank holidays
~ Full office closure between Christmas and New Year
~ As an Ark employee, you will have the opportunity to be part of the TPT (The Pension Trust) scheme, our workplace pension scheme where we make an 11% contribution; Depending on your role you may also be entitled to LGPS which is a defined benefit scheme where you contribute a percentage based on how much you earn (as do we) in exchange for a guaranteed amount in your pension pot every year
~ Access to high-quality professional learning throughout your career, offering both face-to-face sessions and a bespoke online learning platform
~ Access to Ark Rewards scheme offering savings from over 3,000 major retailers, interest-free loans available for season tickets or a bike, gym discounts offering up to 40% off your local gym and free eye tests

Apply with a CV and cover letter on our online recruitment portal. This ATS application form should take no longer 20 minutes to complete. Ark is committed to safeguarding and promoting the welfare of children and young people in its academies. In order to meet this responsibility, its academies follow a rigorous selection process to discourage and screen out unsuitable applicants.
Ark requires all employees to undertake an enhanced DBS check. To know more about Ark’s diversity and inclusion commitments, please click on this link.