IT Support Assistant

TieTalent; Sunderland; On-site; GBP 21,000 - 26,000; Full time

Job summary

An educational institution in Trowbridge is seeking an IT Support Assistant to provide technical support and maintain IT services. The role includes assisting with hardware/software installation and offering excellent customer service. Ideal candidates should have a strong interest in IT, basic troubleshooting skills, and a commitment to customer satisfaction. Benefits include a competitive salary and 30 days' annual leave.

Benefits

Competitive salary

30 days' annual leave plus bank holidays

Employee assistance programme (EAP)

Free onsite parking

Qualifications

• Someone eager to learn with a keen interest in IT and digital technologies.
• A proactive, customer-first mindset.
• Organised, detail-oriented, and able to multitask effectively.

Responsibilities

• Assist with installation, maintenance, and upgrades of IT hardware.
• Monitor and manage incoming IT support requests.
• Provide excellent customer service and resolve day-to-day IT issues.

Skills

Basic IT hardware and software troubleshooting

Strong communication

Customer service

Education

Literacy and numeracy to level 2 (GCSE A-C)

Level 2 qualification

Job description

About

IT Support Assistant £25,522 per annum
Location: Trowbridge, Wiltshire
Job Type: Fixed Term MAT cover for 1 year
Full Time 37 hours per week, 52 weeks per year
Closing Date: 13th August 2025

About Us

Wiltshire College & University Centre plays a vital role in Wiltshire’s economy, inspiring people to develop the skills they need to achieve. Our campuses are learning hubs in their communities, offering diverse facilities from the country estate of Lackham to high-tech digital facilities in Trowbridge, Salisbury, and Chippenham. We have invested £65 million in our estate over the past decade, with a turnover of £45 million per annum, employing around 650 staff, and supporting approximately 11,500 students.

IT Support Assistant – The Role

Are you tech-savvy, people-focused, and passionate about solving problems? Join our dedicated IT team supporting one of the leading providers of Further and Higher Education in Wiltshire. Whether you are early in your IT career or seeking to build hands-on experience, this role offers a great opportunity to develop your skills and make a difference across our campuses.

As an IT Support Assistant, you will be the first point of contact for IT queries, helping maintain and improve the College’s IT desktop infrastructure. You will work closely with experienced IT Support Advisors and Engineers, providing frontline support across multiple campuses and ensuring the smooth operation of IT services. Your tasks may include setting up and maintaining laptops, desktops, peripherals, supporting colleagues via various channels, and keeping accurate records in our IT service desk system.

Key Responsibilities

1. Assist with installation, maintenance, and upgrades of desktop computers, laptops, printers, and software.
2. Monitor and manage incoming IT support requests via phone, email, live chat, and in person.
3. Escalate complex issues to support & system engineers, ensuring relevant information is passed on promptly.
4. Provide excellent customer service and technical support to students and staff, resolving day-to-day IT issues.
5. Keep accurate records of incidents and resolutions using our IT Service Desk system.
6. Maintain up-to-date knowledge of current IT trends, hardware, and software solutions.
7. Promote equal access to IT services and assist in making reasonable adjustments where necessary.
8. Liaise with external suppliers and partners for hardware/software support or procurement.
9. Ensure all work complies with GDPR and Health & Safety guidelines.
10. Attend occasional meetings or events outside core hours, including rare weekend duties.

You: The Ideal Candidate

We are looking for someone who is:

• Eager to learn, with a keen interest in IT and digital technologies
• A strong communicator with a proactive, customer-first mindset
• Organised, detail-oriented, and able to multitask effectively
• Knowledgeable in basic IT hardware and software troubleshooting (Windows OS, MS Office, etc.)
• A team player who enjoys collaborating in a busy, solution-focused environment

Essential Qualifications

• Hold or be willing to work towards Literacy and numeracy to level 2 (GCSE A-C)
• A level 2 qualification

Benefits

• Competitive salary
• 30 days' annual leave plus bank holidays and additional closure days over Christmas
• Automatic enrollment into the Local Government Pension Scheme
• Employee assistance programme (EAP) and retail discounts
• Free onsite parking

Application Process

Wiltshire College & University Centre follows Safer Recruitment Guidelines, including enhanced DBS checks and employment verifications. We embrace diversity and are a Disability Confident Employer, committed to safeguarding. Early applications are encouraged as vacancies may close early.

Nice-to-Have Skills

• Customer Service
• Problem Solving

Work Experience

• System Engineer
• Desktop Support
• Systems Administrator

Languages

• English