Service Desk Technician - Remote (DST090BC)
Discovery Schools Academies Trust Ltd
- Leicester
- £25,995-26,409 per year
- Permanent
- Full-time
The main purpose of the role is to delivery timely triage, and resolution or escalation of tickets as logged by end users, ensuring proactive steps are taken to avoid disruption in the first place.Job Overview:The Service Desk Technician is the voice and face of IT to our employees and guest users. The work supporting our employees and guest users allows our students to thrive. This role is responsible for triaging and resolving tickets logged by phone, email, and online.The post will contribute to the positive reputation of the IT team, often the first point of contact and at a time of real need. Proactive elements of the role such as responding to alerts and carrying out checks are crucial to the smooth running of the organisation.Service Desk Technicians will follow documented processes to triage, prioritise, resolve or escalate tickets under the guidance of the Service Manager and experienced peers. Collaborating closely with Field Technicians, Service Manager, Cluster Leads and the Head of IT, the role demands a forward-thinking approach to maximising impact.Main Duties and Responsibilities:
- Proactive checking of systems and alerts
- Triage, resolution and escalation of tickets logged by phone, email and portal to Service Desk
- Creation of / updates to knowledge base articles
- Reporting of 'problems' and 'incidents' as found working on tickets
- Assisting colleagues at Trust Schools during periods of busy project work; usually during school holidays
- Attend central team meetings, as required.
- Provide support to external service users as appropriate
- Develop knowledge and expertise in PedTech and how it can be used to raise outcomes for children
- Supporting people in any context; personally or professionally
- Experience in a similar role inside or outside of education is desirable
- Technical IT experience is not required for this post as training will be provided
- Able to prioritise work according to need
- Ability to remain calm under pressure
- A basic understanding of business applications such as Outlook, Excel, Powerpoint, Teams, etc.
- Ability to use IT confidently at an end user level
- Understanding of GDPR and ability to remain compliant with
- Effective communication and interpersonal skills
- Ability to build effective working relationships
- Desire to learn about IT systems and services according to the needs of the Trust
- Commitment to getting the best outcomes for all pupils and promoting the ethos and values of the school
- Ability to work under pressure and prioritise effectively
- Commitment to maintaining confidentiality at all times
- Commitment to safeguarding and equality
- Ongoing professional development opportunities.
- Access to learning networks and visits to other organisations.
- Supportive leadership and a highly committed team.
- Highly committed and motivated Team
- A role which has the opportunity to make a real difference whilst having fun
- A established Central Services Team who support schools and wider colleagues
- Flexible working options.
- Employee Assistance Programme (EAP).
- Defined benefit pension scheme.
- Be an integral member of the team in a vibrant Trust.
- Create an outstanding learning environment for the success of all of our children.
- Play a significant part in continuing to develop our Trust.
- Annual incremental pay increases within the pay scale.
- Cycle-to-work scheme.
- Gym discounts.
- Eyecare vouchers.
- Dental support.
- Retail discounts.
- Free parking.
Applications are welcome from all sections of the community regardless of gender identity, ethnic origin, disability, age or sexual orientation. If you require assistance completing your application, please contact hrsupport@discoverytrust.org for support.Depending on your role, occasional travel between Discovery locations may be required. A valid driving license and appropriate business insurance are necessary, and you will need to provide evidence of these documentsMore about Discovery Schools TrustDiscovery Schools Trust is dedicated to improving learning and teaching by creating a culture that promotes excellence. The needs of all children are placed at the heart of all decision making regardless of the school they attend. Teaching and learning excellence are shared through learning networks, sharing of ideas and materials as well as leading practitioners between schools. Discovery has developed a school improvement system which focuses on improving outcomes for all children. It also places employee development, talent management and succession planning at the heart of achieving outstanding organisations.Please note that interviews for this position may be made earlier than the stated closing date if a suitable candidate is identified. Therefore, we encourage interested applicants to submit their applications promptly. Early submission will not only ensure consideration for the position but also increase the likelihood of being invited for an interview. We appreciate your understanding and look forward to receiving your application.Safeguarding StatementWe are committed to safeguarding our pupils; therefore, the successful applicant will require an Enhanced Disclosure from the Disclosure and Barring Service (DBS) and references.AIWhile we acknowledge the advantages of AI in crafting personal statements for applications, we strongly encourage and expect applicants to personalise and tailor responses. Please note that the Trust may utilise AI checking solutions during the application review process and will be considered when shortlisting.Apply Now!
If you are ready to make a difference in children's lives, apply today!