IT Technician

The Thinking Schools Academy Trust; Maidstone; On-site; GBP 22,000 - 28,000; Full time

Job summary

The Thinking Schools Academy Trust is recruiting an IT Technician to join our Thinking Technology team serving the Kent West Hub comprising multiple partner academies. The role supports ICT services across teaching, administration and management with travel to partner sites as needed.

You will handle helpdesk tickets, resolve issues where possible and provide clear updates while maintaining excellent customer service and a flexible approach to workload and priorities.

Qualifications

• Strong customer service and communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Experience with Microsoft operating systems and basic IT peripherals.

Responsibilities

• Respond to customer comments and complaints, resolving or escalating as needed.
• Maintain calm under pressure and adapt to changing priorities.
• Communicate effectively with students, staff, governors, and suppliers.
• Manage day-to-day helpdesk tickets for the school and assist others as required.
• Provide fault resolution updates on tickets and investigate issues.

Skills

Customer service

Communication

Team player

Independent working

Problem solving

IT literacy

Microsoft OS

Job description

An exciting opportunity has arisen for an IT Technician to join our IT Team (Thinking Technology) within our Kent West Hub, consisting of All Faiths Children’s Academy, Cedar Children’s Academy and Gordon Children’s Academy, Maritime Academy, Rochester Grammar School and Colchester Royal Grammar school. You will be based at one site but should be flexible to travel when needed to any of the above.

Reporting to the Regional Technology Manager, you will work constructively with colleagues working in Thinking Technology and third-party suppliers to ensure that ICT services are supported effectively and to a high standard for the benefit of teaching, learning, administration and management.

As our IT Technician you will:

• Respond both orally and in person to customer comments and complaints, resolving them where possible, escalating as appropriate.
• Be calm under pressure, adjusting to changes in work priorities based on conflicting operational need, maintaining a positive customer engagement.
• Be approachable, communicating with customers ranging from students, staff, directors, governors, guests, and suppliers and contractors, responding to a range of issues and requests.
• Manage the day-to-day tickets in the helpdesk for your school and help others in the hub when needed.
• Provide in-depth fault resolution/troubleshooting updates on tickets resolving issues where appropriate.

Full training will be provided on Trust's helpdesk application and operating procedures.

All new starters take part in an induction and are mentored by an existing staff member.

What you will need to succeed:

• Strong customer service skills with a solution focused approach to your work
• Possess excellent customer service and communication skills, both verbal and written.
• To be pro-active, work independently and as part of a team.
• Demonstrate a willingness and flexibility to work across the department and have the ability to balance their workload.
• Adopt a systematic approach towards identifying and solving problems.
• Experience of dealing with Microsoft operating systems, and a good knowledge of IT packages and peripherals.
• A commitment to safeguarding and promoting the welfare of children and young people.