First Line Helpdesk Technician
About the vacancy
First Line Helpdesk Technician: Permanent Post
Hours of Work: Monday to Thursday 8:30am - 4:30pm & Friday 8:30am - 4:00pm
Annual Salary: £25,545 - £27,803
Closing Date: 23rd January 2024
Prospective Interview Dates: 30th January - 2nd February 2024
Please note, we are still recruiting for this position. Please disregard the above dates and submit an application as below if you are interested in the role.
The Role:
L.E.A.D. IT Services was incorporated in 2010 and joined L.E.A.D. Academy Trust in September 2016. Over the years we have expanded significantly increasing both our team and the number of customers accessing our services. We specialise in supporting the education sector by working with nurseries, primary schools, secondary schools, colleges, and specialist schools. As well as L.E.A.D. Academy Trusts 25 schools, we also support many more trusts nationwide.
Our office is based at The Old Post Office in Derby City Centre, which is easily accessible via public transport. The open plan office is bright and airy with high ceilings and a fully equipped kitchen with break out areas. With many of the team being here from the start and lots who have joined along the way, this small knowledgeable, friendly team really is great to be a part of.
Key Responsibilities:
This role will require you to provide technical support to schools and businesses. As a First Line Helpdesk Technician, your key responsibilities will include:
Using previous knowledge and practical experience to provide first-line technical support to schools and businesses via phone, email, or ticketing system, addressing hardware, software, and network-related issues promptly and efficiently.
Diagnose and resolve hardware and software problems,
Adhere to established service level agreements (SLAs) and ensure customer satisfaction through timely and accurate issue resolution.
Collaborate with internal teams, external vendors, and service providers to coordinate and resolve complex technical issues that require escalation or additional expertise.
Provide excellent customer service, demonstrating professionalism, responsiveness, and empathy in all interactions with clients.
To be successful, you will have:
Operating System Experience: Windows 10, Windows 11, Windows Server 2016, 2019, 2022, VMware, Ubuntu, macOS
Application/Software Experience: Office Suite, Office 365, Anti-Virus, Gmail, Adobe.
Familiarity with network protocols, IP addressing, and troubleshooting basic network issues.
Ability to carry out network / PC software & hardware diagnostics
Basic Knowledge of Windows Server Environments and Active Directory
Proven experience in a helpdesk or technical support role, preferably in an educational or business environment.
Customer Service: Excellent interpersonal and communication skills to provide professional and friendly customer support.
Time Management: Ability to prioritise tasks, manage workload, and meet deadlines in a dynamic field environment.
To apply please email a covering letter and a completed application form to: jobvacancies@leaditservices.co.uk
All shortlisted candidates will need to verify their eligibility to work in the UK at interview.
L.E.A.D. IT Services is committed to safeguarding and promoting the welfare of children and young people and we expect all staff and volunteers to share this commitment. This post is subject to a Disclosure and Barring Service check.
