Main Areas of Responsibility Your responsibilities will include: Providing high-quality technical support, advice and guidance to staff, students and trainee teachers Ensuring that all incidents and service requests are logged appropriately Retaining ownership of all incident and service request tickets and ensuring staff are regularly updating, re-routing or escalating where necessary to achieve resolution. Identifying, implementing and documenting Known Issues and workarounds for desktop related issues Ensuring that Academy incidents and service requests are resolved within the target resolution time Imaging, deploying and maintaining Windows 10 based PCs, Laptops and tablets, and Apple OS iMacs and iPads Installing, configuring and maintaining computer peripheral equipment Installing and testing new software and software updates and upgrades Installing, configuring and maintaining VoIP telephones Familiarising yourself with the network infrastructure and associated documentation Ensuring that the server and network infrastructure at both locations are regularly checked and maintained Working with the IT Service Manager and Infrastructure team to support the on-site infrastructure elements such as physical & virtual servers, UPS’s and other networked devices Administering Active Directory user login accounts Managing Active Directory Distribution and Security groups within the Academy With the assistance of the Federation IT Service Manager, ensuring that all Academy systems documentation is maintained and updated as required. Delivering the IT support service in accordance with ITIL and HarrisNET principles. Liaising with the relevant SLT and Federation IT Service Managers to ensure that all specific local and Federation requirements are met Updating and maintaining the IT assets in both locations as listed in the CMDB Qualifications & Experience We would like to hear from you if you have: Good verbal and written communication skills The ability to self-manage, organise, and prioritise tasks and work under pressure A demonstrable track record of balancing priorities and working to strict timescales to deliver results on time and to a high quality Flexibility and adaptability Good knowledge of Microsoft products, including Office 365 and Office 2016, SharePoint and other desktop related software products Excellent troubleshooting skills, backed by a clear, analytical approach to problem solving A minimum of two years’ experience of carrying out a similar, client facing role in either the primary or secondary education sector Recent experience of working in an on-site IT based, Customer Service environment Proven experience of supporting Microsoft products Proven experience of managing Active Directory user accounts Recent experience of supporting Apple products Recent experience of supporting Windows 10 PCs, laptops and tablets For a full job description and person specification, please download the Job Pack. Professional Development & Benefits Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level. In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan, 26 days' annual leave (plus bank holidays) for staff who work across the full year, and many other benefits. Learn more about our benefits on our website. About Us At Harris Academy Morden we pride ourselves on the inclusive approach and caring environment we have developed. Ofsted 2024 ‘Harris Academy Morden is a high-achieving, happy school. Pupils value the care and rigour staff provide’. Staff well-being is at the heart of our academy. We have a sensible marking policy, organised marking sessions to give staff time to mark and a two week October half term holiday. Ofsted 2024 ‘Staff enjoy working at this school. They feel well supported and recognise that leaders are sensitive to their workload and consider their well-being.’ The Academy is traditional in our approach to discipline and has very high expectations for student behaviour. Ofsted 2024 ‘Pupils learn to be tenacious, persevering in their learning, even when it is difficult. They behave well and are keen to learn.’ Year 11 GCSE results consistently place the Academy in the highest percentile in the country. Ofsted 2024 ‘Pupils learn an ambitious curriculum. They work hard and produce work of high quality. They develop a deep body of knowledge in different subjects. Pupils achieve highly and are exceptionally well prepared for the next stage of their education, employment or training.’ Harris Academy Morden is located favourably for public transport with good local access to bus, tram and train links to mainline rail and the underground network