IT Service Desk Coordinator

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