Desktop Support Technician

eTeach UK Limited; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A prominent educational institution in the City of London is seeking a Desktop Technician to provide customer-focused technical support. The role involves diagnosing and resolving ICT issues, managing a helpdesk system, and ensuring minimal disruption to the learning process. The ideal candidate should have at least 4 years of IT support experience and strong troubleshooting skills. Opportunities for career development and competitive salary are offered within this thriving environment.

Qualifications

• Strong troubleshooting experience in diagnosing ICT issues.
• Experience working in a service desk environment with a ticketing system.
• Solid technical knowledge of MS Windows (8/10) and Microsoft Office (2007–2016+).
• Ability to support a wide range of ICT hardware.

Responsibilities

• Provide ICT technical support for staff and students.
• Diagnose and resolve ICT issues effectively.
• Manage the helpdesk system and allocate tickets.
• Install and maintain a variety of ICT hardware and software.

Skills

Troubleshooting

Customer service

Technical knowledge of MS Windows

Communication skills

Self-motivated

Education

Minimum of 4 years in IT support

Tools

Microsoft Office

Ticketing system

Job description

About Us

Newham College London, now merged with NewVIc Sixth Form College, is the largest post-16 education provider in Newham. With campuses in East Ham, Stratford, Plaistow, and the London City Institute of Technology (LCIoT) in Canning Town, we serve over 11,000 students across a range of pathways – including 16–18 study, adult education, apprenticeships, and education.

With over 600 staff, four main campuses, and an annual turnover of £60 million, Newham College is one of the borough’s largest employers and plays a key role in driving local economic and community development.

The Role

The Desktop Technician will provide fast, effective, and customer‑focused technical support across the college. Acting as a key point of contact for staff and students, the role involves diagnosing and resolving ICT issues, delivering remote and on‑site support, and ensuring minimal disruption to teaching and learning. The postholder will also help manage the helpdesk system, prioritising and allocating tickets to junior staff based on urgency and college needs. This role is essential in maintaining a high‑quality ICT service and supporting the smooth operation of all college sites.

Key Responsibilities

• Serve as a primary point of contact for users seeking technical assistance via phone, email, or the helpdesk system.
• Respond to ICT support requests promptly to minimise disruption to teaching and learning.
• Perform remote and in‑person troubleshooting using diagnostic techniques and targeted questioning.
• Provide proactive ICT support, advice, and one‑to‑one training to staff, students, and junior team members.
• Prioritise and allocate support tickets to desktop support staff based on urgency and needs analysis.
• Escalate unresolved issues to senior support personnel when required.
• Install, maintain, upgrade, and repair a wide range of ICT hardware and software.
• Record issues, resolutions, and time spent accurately within the helpdesk system.
• Follow up with users to update them on progress and ensure satisfaction.
• Maintain hardware, software, and licence inventories.
• Support partner sites with occasional off‑site technical assistance.
• Identify and suggest improvements to ICT processes and procedures.
• Ensure compliance with ICT policies, licensing regulations, and confidentiality requirements.
• Support a positive learning environment and uphold strong customer service standards.
• Work flexibly to meet the operational needs of the college.

Our Ideal Candidate

Our Ideal candidate should have the following qualifications, skills and experience.

• Strong troubleshooting skills and experience diagnosing ICT issues.
• Experience working in a service desk environment, ideally using a ticketing system.
• Minimum of 4 years’ experience in an IT support role.
• Solid technical knowledge of MS Windows (8/10) and Microsoft Office (2007–2016+).
• Ability to support a wide range of ICT hardware including desktops, laptops, printers, scanners, and peripherals.
• Experience installing, configuring, and repairing software and hardware.
• Excellent communication skills and a strong customer service ethos.
• Ability to work independently and build positive working relationships.
• Self‑motivated, organised, and able to manage workload effectively.
• Experience with software installations and client‑side fault diagnosis.

Safeguarding of Children and Vulnerable Adults

In line with Keeping Children Safe in Education All employment offers are subject employment checks. These include (some of which are dependent on the role and the individual): Enhanced DBS including Children’s Barred List check, DfE teaching/management Barred List check, on‑line searches, overseas criminal record check, evidence of identity and Right to Work in the UK, satisfactory references, confirmation of medical fitness, evidence of relevant qualifications and a check of previous employment history.

Equality, Diversity and Inclusion

The College has a strong commitment to working towards the implementation of equality of opportunity in both service delivery and employment. The College’s mission and strategic objectives directly support this aim. All employees are required to actively support the development, dissemination and implementation of this aim and related policies and programmes.

Recruitment Process

The email account you use to apply will be used for all recruitment communication. Please ensure that you use an email account that you regularly monitor.

All application forms must be fully completed, including a full record of education and employment history. Incomplete applications will not be considered for shortlisting.

The salary for this position is inclusive of London weighting. Please note that we advertise our salaries on a range to indicate the trajectory of progression that can be made. Appointments are usually made at the start of the salary range.

We regret that we are unable to respond to every application. Therefore, if you do not hear from us within four weeks of the closing date, please assume your application has not been successful. We reserve the right to close the vacancy early, should we receive sufficient applications.

Please note that we do not accept CVs.

Closing Date

29 January 2026

Interview Date: TBC