IT Service Desk Coordinator

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. The IT Service Desk Coordinator will report into IT Team Leader. This role is currently operating hybrid working in Hastings on a permanent basis working full time. Interviews will be arranged as suitable candidates are identified, so early application is strongly advised. 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 Benefits: 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; you are not required to contribute towards this scheme unless you choose to. 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 About Us: 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. Having just celebrated our 20th anniversary, we are shaping our goals for the next 20 and there has never been a more exciting time to join us. Diversity and inclusion: We aim to build a diverse and inclusive organisation where everyone – staff and students – can do their best work and achieve their full potential. We want to reflect and represent diverse perspectives across our organisation because we know that doing so will make us stronger and more effective. Safeguarding statement: 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. Please note we will be reviewing applications on an on-going basis and this role may close earlier than advertised depending on the level of response. We strongly encourage to submit your application at your earliest convenience.

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