IT Support Technician

TN United Kingdom; Bradford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading company in the UK seeks a first line IT support professional to join their team supporting an Education Trust. The role involves responding to user incidents, maintaining IT resources, and ensuring stable operations across multiple sites. Candidates must have experience in helpdesk support and effective communication skills.

Qualifications

• Demonstrable first line experience in a Public Sector environment.
• Experience with the full Microsoft suite of products, including M365.
• Experience in ITIL helpdesk setups.

Responsibilities

• Responding to user tickets and providing support.
• Installing and configuring hardware/software.
• Maintaining IT infrastructure and applications.

Skills

Communication skills

First line support experience

Helpdesk experience

Microsoft suite (M365)

Device set-up

Job description

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The role is to carry out first line duties to support an Education Trust. As part of the Trust IT Team, working collaboratively to support multiple schools, you will be the first point of contact for end users, responding to incidents, providing preventative checks, and maintaining IT equipment and resources.

It is essential that you can drive and own your own car to get between the various trust sites.

Your new role

• Listen and respond to users and maintain a high standard of communication and service through to resolution
• Meet SLA requirements for rapid response and prompt resolution
• Respond to tickets and reports, providing support and guidance to diagnose and resolve issues where possible or escalating as required
• Effectively question users to establish symptoms using experience and interrogate databases for potential solutions
• Deploy support tools to systematically trace the source of error or technical failure
• Record and track issues from outset to conclusion
• Minimise interruptions in customers’ ability to carry out critical organisational activities
• Install and configure hardware/software and systems in line with procedures for users or for temporary needs, training/assemblies
• Create and amend user accounts in line with procedures, requesting authority for other requirements outside of routine applications

Carry out maintenance to ensure stable and secure applications and IT infrastructure

• Provide regular communication to service managers to ensure a clear overview of strengths and areas of development in our service and provision

What you'll need to succeed

• You will have demonstrable first line experience, ideally within a Public Sector environment.
• Experience of the full Microsoft suite of products, including M365.
• Helpdesk experience ideally within an ITIL setup.
• Experience of device set-up and implementations.
• Must have excellent communication skills.

What you'll get in return