Pattern: Full Time (Shifts: 7am to 3:30pm, 8am to 4:30pm, 9:30am to 6pm)
Interviews: Interviews will be arranged as suitable candidates are identified, so early application is strongly advised.
About the role:
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.
Key Responsibilities:
* 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.
* Guide customers through troubleshooting processes via various communication channels.
* Escalate unresolved issues to higher support levels or onsite teams.
* Provide accurate information regarding IT products and services.
* Manage ticket assignments daily, ensuring alignment with relevant teams and members.
Key Requirements:
* Motivated to work towards an ITIL V3 qualification.
* Understanding of school policies and practices.
* Knowledge of Data Protection Legislation.
* Valuing confidentiality and discretion.
* Strong dedication to providing professional IT support.
* Effective communication skills across various platforms.
* Administrative proficiency for Service Desk operations.
* Competency in latest Windows OS and Microsoft Office.
* A desire to understand how technology works and how it can be used to improve productivity.
* Demonstrate a proactive approach in building relationships with others.
How to Apply:
Apply with a CV and cover letter on our online recruitment portal. Applications to be submitted by Wednesday 28th August 2024 at 10am, but please note: we will be reviewing applications on an ongoing basis and this advert may close earlier than advertised depending on the level of response.
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. You are required, before appointment, to disclose any unspent conviction, cautions, reprimands or warnings under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975. Non-disclosure may lead to termination of employment. However, disclosure of a criminal background will not necessarily debar you from employment - this will depend upon the nature of the offence(s) and when they occurred.
We aim to build a diverse and inclusive organisation where everyone – staff and students – can do their best work and achieve their full potential.
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