IT Service Desk Engineer | End-User Tech Support

Castle School Education Trust; United Kingdom; Remote; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Enhanced Sick Pay

Family Friendly Leave

Central services support

Ongoing professional development

Job summary

Castle School Education Trust is seeking an experienced IT Support Technician to provide frontline end-user support across the Central Team location. You will respond to service requests by phone, email and ITSM, aiming for first-time fixes and timely resolutions.

You will work with onsite engineers, infrastructure teams and external vendors, tackling hardware installs, asset management and user training while visiting different sites within the Trust to deliver tailored local support.

Qualifications

• Experience resolving IT issues in an end-user support environment.
• Customer-first mindset with strong communication and eagerness to learn.
• Problem-solving mindset with confidence to investigate unfamiliar equipment.
• Team player with ability to collaborate with teachers, staff and external partners.

Responsibilities

• Serve as the primary point of contact for end-user IT queries via phone, email, and ITSM.
• Triage, troubleshoot and resolve issues to meet SLA targets and aim for first-time fixes.
• Collaborate with onsite engineers, infrastructure teams and 3rd-party vendors.
• Participate in IT projects, hardware installs, asset management and user training.
• Visit sites across the Trust to provide tailored local support.

Skills

End-user support

Customer-focused

Communication

Problem solving

Teamwork

Tools

ITSM

Hardware installation

Asset management

Job description

Castle School Education Trust is seeking an experienced IT Support Technician to provide frontline end-user support across the Central Team location. You will respond to service requests by phone, email and ITSM, aiming for first-time fixes and timely resolutions.

You will work with onsite engineers, infrastructure teams and external vendors, tackling hardware installs, asset management and user training while visiting different sites within the Trust to deliver tailored local support.