IT Service Desk Technician

One Sixth Form College; Nacton; On-site; GBP 25,000 - 26,000; Full time

Job summary

One Sixth Form College Ipswich is seeking a dedicated Service Desk Technician to join our IT Team. You will provide first-line support to staff and students, resolving hardware, software and networking issues via Freshservice, email, phone or face-to-face.

You will maintain a Windows environment, Active Directory and Office 365, monitor incidents within an ITIL framework to meet SLAs, assist with asset management, and collaborate with colleagues and external vendors to escalate where needed.

Qualifications

• Provide first-line IT support to staff via Freshservice, email, phone or face-to-face.
• Maintain Windows OS, Active Directory, and Office 365 within ITIL framework.
• Five GCSEs including English and Maths; business admin or IT qualification desirable.

Responsibilities

• Resolve hardware, software and networking issues for staff and students.
• Support remote users and assist with asset management in service desk systems.
• Document standards and IT policy; escalate to vendors as needed within ITIL processes.

Skills

Customer service

First-line support

Communication

Troubleshooting

Team collaboration

Education

Five GCSEs including English and Maths

Business administration or IT qualification desirable

Tools

Active Directory

Office 365

Windows OS

Freshservice

Job description

• One Sixth Form College, Ipswich
• 1 FTE- 37hours per week,52weeks per year-Permanent
• Salary: £25,185-£25,989per annum(Dependent on qualifications and experience)

We are seeking a dedicated Service Desk Technician to join our IT Team. In this role youwill provide first-line support to internal IT and non-IT employees, resolving hardware,softwareand networking issues efficiently and professionally through ourFreshservicePortal, email, telephone, or face‑to‑face. You Will helpmaintainour Microsoft and wider IT environment, support remote users,assistwith college asset management within our service desk systems, and contribute to a range of IT projects and activities that enhance our service delivery.

This position demands excellent communication and customer service skills, with hands‑on experience in first-line support and a solid understanding of Windows operating systems, Active Directory, Office 365, and general IT systems. You willmonitorand assess incident severity, work within an ITIL‑based environment to meet agreedSLAs andcollaborate with internal teams and external vendors to escalat​e and coordinate support where needed. The ideal candidate will be confident in troubleshooting PCs, laptops,printersand wireless networking technologies, and keen to document and enforce system standards and IT policy.

You should hold a minimum of five GCSEs (or equivalent) including English and Maths, with further qualifications in business administration or IT being desirable. A willingness to grow professionally through ongoing training and development is essential, as is the ability to work on your own initiative and adapt to reasonable duties across the wider Eastern Education Group whenrequired.