First Line Helpdesk Technician

L.E.A.D. IT Services was incorporated in 2010 and joined L.E.A.D. Academy Trust in September 2016. Over the years we have expanded significantly increasing both our team and the number of customers accessing our services. We specialise in supporting the education sector by working with nurseries, primary schools, secondary schools, colleges, and specialist schools. As well as L.E.A.D. Academy Trusts 25 schools, we also support many more trusts nationwide., This role will require you to provide technical support to schools and businesses. As a First Line Helpdesk Technician, your key responsibilities will include-:

• Using previous knowledge and practical experience to provide first-line technical support to schools and businesses via phone, email, or ticketing system, addressing hardware, software, and network-related issues promptly and efficiently.
• Diagnose and resolve hardware and software problems,
• Adhere to established service level agreements (SLAs) and ensure customer satisfaction through timely and accurate issue resolution.
• Collaborate with internal teams, external vendors, and service providers to coordinate and resolve complex technical issues that require escalation or additional expertise.
• Provide excellent customer service, demonstrating professionalism, responsiveness, and empathy in all interactions with clients.

Do you have experience in macOS?, Do you have a GCSE?, * Operating System Experience: Windows 10, Windows 11, Windows Server 2016, 2019, 2022, VMware, Ubuntu, macOS

• Application/Software Experience: Office Suite, Office 365, Anti-Virus, Gmail, Adobe.
• Familiarity with network protocols, IP addressing, and troubleshooting basic network issues.
• Ability to carry out network / PC software & hardware diagnostics
• Basic Knowledge of Windows Server Environments and Active Directory
• Proven experience in a helpdesk or technical support role, preferably in an educational or business environment.
• Customer Service: Excellent interpersonal and communication skills to provide professional and friendly customer support.
• Time Management: Ability to prioritise tasks, manage workload, and meet deadlines in a dynamic field environment., * GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)
• IT Support: 1 year (required)

Pulled from the full job description

• Employee discount
• Sick pay
• Store discount
• Company pension
• Discounted or free food, Hours of Work: Monday to Thursday 9:00am - 5:00pm & Friday 9:00am - 4:30pm, with 30m flexibility either side when operationally required

Annual Salary: £27,694 - £30,024, * Company pension

• Discounted or free food
• Sick pay
• Store discount