ARK SCHOOLS

Reports to: IT Service Desk Manager Location: Hastings (Hybrid Working; occasional multi-site working required) Contract: Permanent Pattern: Full Time (37.5 hours per week, shift rota between 07:00 - 18:00) As the IT Service Desk Coordinator, you'll play a pivotal role in our team, operating remotely to deliver outstanding support to schools and the broader Ark IT community. Your focus will be on providing proactive and reactive assistance, ensuring seamless access to IT resources for all stakeholders. What we're looking for: A strong interest in IT and a desire to build a career in technical support or service management Good communication and customer service skills Ability to manage workload and prioritise tasks effectively Proactive and willing-to-learn attitude An interest in technology and problem solving Ability to work effectively as part of a team Key Responsibilities: Providing first-line IT support to staff across the organisation Diagnosing and resolving common technical issues remotely Managing and progressing incidents and service requests through the ITSM platform Monitoring ticket queues and supporting SLA performance Maintaining clear communication with users throughout issue resolution Desirable experience: Experience in a customer service, administration, retail, hospitality, or technical support environment Basic understanding of Microsoft 365 Experience working within a school, Multi-Academy Trust, or service-driven organisation Understanding of IT support or service management principles Qualification Criteria: Right to work in the U.K. MTA or equivalent entry-level IT qualification (desirable) Motivated to work towards an ITIL Foundation certification

Reports to: Cluster IT Manager Location: North London (multi-site working required) Contract: Permanent Pattern: Full Time (37.5 hours per week, shift rota between 07:00 - 18:00) This is a development role designed for someone looking to build a career in IT support. What you'll be doing: Providing IT support across one or more schools, diagnosing and resolving common technical issues Managing and progressing support tickets in line with SLAs Maintaining clear communication with users throughout issue resolution Supporting devices including Windows, macOS and ChromeOS, troubleshooting basic network and connectivity issues Supporting classroom technology and AV equipment Assisting with device rollouts, upgrades and IT projects What we're looking for: A strong interest in IT and a desire to build a career in technical support Basic understanding of IT systems and troubleshooting Good communication and customer service skills Ability to manage workload and prioritise tasks A proactive and willing-to-learn attitude Knowledge & Skills: Understanding of IT support in a multi-user environment Knowledge of data protection and information security principles Strong written and verbal communication skills Ability to maintain confidentiality and professionalism Qualification Criteria: ITIL 5 Foundation qualification, or motivated to work towards one Right to work in the U.K.