Support Desk Technician

2 days ago

South Kensington SW AB, United Kingdom Kensington Student Services (KSS) Full time

Job Summary

We are seeking a proactive and customer-focused Support Desk Technician to deliver first- and second-line IT support to staff and students within an educational environment. The role focuses on the installation, configuration, maintenance, and support of desktop systems, network infrastructure, audio-visual equipment, and related technologies.

The successful candidate will ensure IT systems operate efficiently with minimal disruption to users, providing clear communication and high-quality technical support. This role is based in London with occasional travel to other sites and offers an excellent opportunity to work in a fast-paced, service-driven IT team.

Responsibilities

  • Provide first- and second-line technical support to staff and students via the support desk, including face-to-face and remote assistance.
  • Respond to support requests promptly, prioritising issues according to business and academic needs.
  • Record, track, and resolve IT incidents accurately using support desk procedures and escalation processes.
  • Diagnose and resolve hardware and software issues across desktops, laptops, peripherals, printers, and mobile devices.
  • Install, configure, and maintain computer hardware, operating systems, and applications.
  • Perform in-house hardware repairs where possible and liaise with external suppliers when required.
  • Maintain and administer Active Directory users, groups, and security permissions.
  • Monitor and maintain servers, networks, and shared resources to ensure service availability and integrity.
  • Support LAN infrastructure and general network troubleshooting.
  • Assist with the roll-out of new systems, applications, and upgrades.
  • Manage IT asset inventories, including booking, loaning, tracking, and disposal of equipment.
  • Maintain clean, organised IT workspaces and ensure equipment is securely stored and labelled.
  • Support and maintain audio-visual and telecommunications equipment.
  • Produce and update documentation and follow daily operational routines.
  • Promote safeguarding and child protection principles and ensure compliance with data protection legislation.
  • Collaborate with colleagues and escalate complex issues to the Support Desk Team Leader as required.

RequirementsEssential

  • GCSE-level education (or equivalent).
  • Proven experience providing desktop hardware and software support.
  • Working knowledge of Windows operating systems and Microsoft Office applications.
  • Familiarity with macOS, mobile devices, printers, scanners, and common peripherals.
  • Basic understanding of LAN networking concepts.
  • Experience diagnosing and resolving hardware and software faults.
  • Strong organisational skills with the ability to manage multiple support requests simultaneously.
  • Excellent communication skills and the ability to explain technical concepts in plain English.
  • Customer-focused approach with patience and professionalism when supporting users.

Desirable

  • CompTIA A+ or other relevant IT certifications.
  • Experience with Windows Server environments, Active Directory, and backup systems.
  • Knowledge of cloud technologies such as Azure or AWS, Intune, Defender, or Entra.
  • Experience supporting audio-visual and telecommunications equipment.
  • Familiarity with virtualised environments (VMs, Hyper-V).
  • Experience in an education or academic IT environment.

Job Types: Full-time, Permanent

Pay: From £31,000.00 per year

Benefits:

  • Discounted or free food
  • Life insurance

Work authorisation:

  • United Kingdom (required)

Work Location: In person

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