Overview
Two Senior IT Technicians are sought to oversee IT support services and project-related activities across multiple academies. The role involves roaming technician duties to provide flexible support for short-term absences, vacancies and additional demand, ensuring delivery of high-quality, ITIL-aligned IT services. Interviews are in-person on 22 July (South Quadrant) and 29 July (South Quadrant).
Responsibilities
- Provide high-quality technical IT support, and guidance to staff, students, and head office employees where necessary.
- Log IT support requests in the Service Management system, own tickets, and keep users updated.
- Ensure IT support tickets are resolved within the target resolution times.
- Route or escalate IT support tickets to the appropriate team as necessary.
- Identify, implement and document workarounds for desktop-related problems within the Knowledgebase.
- Identify recurring IT incidents and perform root cause analysis to identify underlying causes.
- Notify key contacts within the Federation and Academies on detection of major incidents affecting service delivery.
- Demonstrate excellent spoken and written communication skills.
- Self-motivation, a can-do attitude, and a strong commitment to delivering results on time and to a high quality in a fast-paced, changing environment.
- Ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving.
- Demonstrate flexibility and adaptability to handle the pressures of a highly customer-focused ICT support role.
- Good knowledge of Microsoft products (including Office 365 and SharePoint), Apple OS, and other desktop software products.
- Excellent troubleshooting and resolution skills with a clear, analytical approach to problem solving.
- Ability to react quickly and effectively to issues and opportunities.
Qualifications
- Proven experience in delivering IT support services and project-related activities in a multi-site environment.
- Strong communication skills and the ability to work with staff, students and stakeholders at all levels.
- Experience with ITIL processes or similar service management frameworks is desirable.
- Proficiency with Microsoft 365, SharePoint, macOS, and other desktop software platforms.
- Ability to work autonomously, manage priorities, and adapt to changing demands.
About Harris Federation
The founder and sponsor of the Harris Federation, Lord Harris of Peckham, opened the first school in 1990. Over the past thirty years, the Federation has implemented ideas and initiatives that have transformed opportunities for pupils from working-class and disadvantaged backgrounds. Harris academies are widely recognised as a force for social mobility. The Federation now has over 50 schools educating more than 40,000 young people across London and Essex, employing over 5,000 staff across academies and head office.
We value diversity and are committed to a fair, equitable and mutually supportive learning and working environment for our students and staff. Our work aims to close the educational gap and provide equal access to high-quality education for every child, regardless of background. Our four core values are Excellence, Collaboration, Support, and Innovation.
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