IT Service Desk Engineer

Downend School; West of England; On-site; GBP 27,000 - 32,000; Full time

Benefits offered by this job

LGPS pension

Sick pay

CPD opportunities

Family-friendly leave

Work‑life balance

Job summary

Downend School is seeking an IT Service Desk Engineer to join our service-focused IT team. You will be the first point of contact for IT queries raised by schools, triaging tickets via phone, email and the web portal to ensure swift resolutions.

Responsibilities include troubleshooting issues in person or remotely, collaborating with Infrastructure Engineers and vendors, and handling hardware setup, asset management, and onsite support within the trust.

Qualifications

• Experience in IT support environment with strong problem-solving ability.
• Ability to triage and resolve end-user IT issues efficiently.
• Comfort with working across multiple sites and with external partners.

Responsibilities

• Troubleshoot IT issues in person and remotely with first-time fix focus.
• Collaborate with Infrastructure Engineers and vendors to support trust-wide systems.
• Arrange equipment and access, install or move hardware, and update asset records.

Skills

Troubleshooting

IT support

Customer service

Communication

Job description

Job title: IT Service Desk Engineer

Contract type: Permanent

Hours: 37 per week

Salary: PATH 6 £29,542

Location: Downend School, BS16 6XA

About the role

As a Service Desk Engineer, you will be a key, visible component of our service focused IT team. You’ll be delivering vital technical assistance and advice to schools across our trust. Working within our central service desk you will be the primary point of contact for all IT queries, triaging tickets raised via phone, email, and our web portal to ensure issues are resolved swiftly and efficiently.

Your day-to-day responsibilities will include:

• Troubleshooting IT issues both in person and remotely with an aim for first-time fixes
• Working closely with Infrastructure Engineers and 3rd party vendors to build, maintain, and support Trust-wide systems.
• Fulfilling service requests for equipment and access, setting up AV hardware, and undertaking physical hardware installations or moves.
• Documenting resolutions for common issues and maintaining an accurate IT asset register and Service Management System.
• Engaging in project-related work and visiting schools within the trust to develop localised knowledge and provide high-quality, hands‑on support.

About you

We are looking for a proactive professional with a "service-first" attitude who thrives on helping others. You should have demonstrable experience working in an IT environment that requires deep analysis and troubleshooting to resolve end-user queries.

You will:

• Be personable and capable of building effective relationships with both technical and non-technical staff, as well as external partners.
• Hold a full UK driving licence and have your own method of transport
• Be confident in troubleshooting IT issues, even when exploring equipment or software areas that may be new to you.
• Be able to gather and analyse information from various sources and tools to drive an issue toward a resolution.
• Be excited to develop your knowledge across a wide range of platforms and technologies through collaboration and hands‑on experience.
• Be willing and able to attend various school sites as required to provide onsite support and training to staff.

We can offer you

• A supportive trust and school community
• Strong collaboration across the trust family of schools and access to a centralised team of specialists across all areas of school operations
• A commitment to high‑quality CPD, with dedicated time and budget for your development
• A values‑driven ethos where diversity, equity and inclusion are lived every day
• Recognition of continuous service (modification order) to protect employment rights and entitlements
• Local Government Pension Scheme with generous employer contributions and death‑in‑service cover
• Occupational sick pay to support you during illness or unexpected emergencies
• Family‑friendly leave packages to help maintain a healthy work–life balance

Further details and additional information about our trust may be viewed on our website.

Join us in Providing a Great Education for Every Child

Pathway Trust is committed to equal opportunities and encourages applicants from all backgrounds and communities, as we recognise the importance and benefit this has for our students.