IT Helpdesk Administrator

About the role:  We are seeking to appoint a friendly, outgoing and confident IT Helpdesk Administrator to join our IT Services Team as soon as possible! The successful candidate will be self-motivated, flexible and be able to work as part of a team. 

This position is ideal for someone who has previous experience of working on Help desk, however, training will be provided. We are looking for an individual with an ability to work and achieve results under pressure, communicate with great patience, work calmly in a busy open plan environment, seek information from several sources before acting. You must also have an awareness of the impact of the availability and quality of IT services and support on the achievement of the Academies objectives.

The successful candidate will be computer literate with a good knowledge of word processing, spreadsheet software, internet and Gmail and Google services. You will also have the ability to ask the right questions to ascertain the details of the issue being logged and explain solutions regardless of the customer’s level of IT knowledge.

What we expect of you: To support our staff and students to ensure our IT services run smoothly and any issues are dealt with in line with our service level agreements. On a day to day basis we would expect you to:

• Be the first point of contact for staff requiring support in the use of ICT. Across 25 sites
• Answering queries from customers via email, telephone,helpdesk portal and in person and log these on the Netsupport Helpdesk System.
• Categorize,Prioritise, user requests, Assign Tickets to the appropriate Site  technician.
• Maintaining ‘hard’ and ‘soft’ copy records, filing systems and computer files from a wide variety of sources.
• Encourage users to adopt good ICT practice and ensure correct and appropriate use of all equipment.
• Produce user guides and provide basic ICT training and inductions to new and existing customers.
• Assist in the maintenance of ICT equipment through inspection and reporting of faults and problems. (During the summer Holidays)
• Assist in project roll out over the school holiday.
• Make sure all approvals are requested and received for new hardware/software requests into the helpdesk.
• Once trained to assist in first line support for password resets.
• To advise SDM immediately of any P1 tickets. To also advise SDM of any trends into the helpdesk. Also keep OPS manager informed.
• To be able to log up to 100 tickets per day.
• Keep check on who is absent via Helpdesk calendar and calls/texts into helpdesk. Making sure no tickets are assigned to staff that are either sick or on holiday. 

What are we looking for in you: As a Trust we seek to recruit talented individuals that can not only help to build the success of our academies but also people that are engaging and passionate about what they do. When we recruit we look for specific experiences and qualities, however, we also place importance in diversity as we recognise the importance of people bringing their own diverse backgrounds, experiences, perspectives and ideas to the Trust.  For this role we are looking for you to have:

• An ability to communicate efficiently and confidently to both academic staff and students.
• A positive and helpful attitude towards work and colleagues.
• A Can do attitude.
• Willingness to perform above and beyond normal expectations when necessary.
• An ability to plan and prioritise one's own work.
• Must be able to deal with a range of ongoing tasks at the same time and be able to cope under pressure and in a challenging environment.
• A polite and courteous manner is essential.

Being part of Leigh Academies Trust:  As of September 2019, our Trust is comprised of 25 geographically organised academies (11 secondaries, 13 primaries and 1 special) educating over 15,000 students, and employing over 2,500 talented staff.  We also have three further academies in development phase, due to open between September 2020-2021.  The Trust is establishing four ‘clusters’ of academies: North West Kent; Central Kent; South East London; Medway. In addition, the Trust is responsible for one of the region’s biggest initial teaching training providers and a large teaching school. 

As part of Leigh Academies Trust you will have ample opportunity to collaborate with your peers both within the academy and across the whole Trust.  This is an important part of our vision as we know through experience that we perform better when we work together.  You are supported to undertake regular self-development to continue your professional development and hopefully progress further within the organisation.

We strive to offer a range of benefits that all employees can take advantage of which we regularly review and add to - click here to view what you’d receive as a member of staff with Leigh Academies Trust.  You can also view our video below which provides a glimpse of what it's like to work with LAT and why we're proud of what we do.  

Diversity at our core:  As a Trust we are passionate about diversity and recognise that as individuals we all bring something unique to the role regardless of age, gender, race, beliefs or disabilities which is why we treat all of our people equally, without compromise.

The academy is committed to safeguarding children and successful candidates will be subject to an Enhanced DBS check.  Our commitment to safeguarding is underpinned by robust processes and checks which are in place across the Trust.