IT Service Desk Coordinator in Hastings

Reports to: IT Service Desk Manager

Location: Hastings (Hybrid working)

Contract: Permanent

Pattern: Full Time (Shifts: 7am to 3:30pm, 8am to 4:30pm, 9:30am to 6pm)

Closing date: 18/07/2025

Interviews: Interviews will be arranged as suitable candidates are identified, so early application is strongly advised.

Salary: £24,636.15

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. You'll embody a customer-centric approach, prioritising user satisfaction while adhering to defined Service Level Agreements and Key Performance Indicators. Your efforts will contribute to maintaining the continuous availability and optimal performance of IT equipment, essential for facilitating efficient operations across our network.

The IT Service Desk Coordinator will report into the IT Service Desk Manager. This role is currently operating hybrid working in Hastings on a permanent basis working full time.

Key Responsibilities:

• Be the first point of contact for technical support queries via the IT Service Management (ITSM) system
• Provide first-line support and remote troubleshooting using diagnostic tools and effective questioning
• Resolve or escalate unresolved issues to appropriate onsite staff or senior support teams
• Monitor the support queue to reduce SLA breaches through escalation and prioritisation
• Maintain clear and timely communication with users throughout the lifecycle of their request
• Identify trends and escalate recurring issues to the appropriate stakeholders
• Manage Starters and Leavers requests, ensuring accurate onboarding and offboarding of users
• Perform basic administration on SharePoint sites, including updating lists and managing permissions
• Occasionally work across other Ark sites to assist with onsite support
• Undertake other reasonable duties as requested by the IT Team Leader or Cluster IT Manager

Key Requirements:

• Experience troubleshooting remotely using ITSM platforms
• Competent in Windows OS, Microsoft Office, and M365 apps (e.g., SharePoint, Teams)
• MTA or equivalent entry-level IT qualification (desirable)
• Motivated to work towards an ITIL Foundation certification
• Right to work in the UK

Benefits:

• 27 days annual leave plus bank holidays, rising with each year of service up to 30 days after 3-years’ service. This entitlement is pro rata for part time employees. This entitlement excludes bank holidays
• Full office closure between Christmas and New Year
• As an Ark employee, you will have the opportunity to be part of the TPT (The Pension Trust) scheme, our workplace pension scheme where we make an 11% contribution; you are not required to contribute towards this scheme unless you choose to.
• Depending on your role you may also be entitled to LGPS which is a defined benefit scheme where you contribute a percentage based on how much you earn (as do we) in exchange for a guaranteed amount in your pension pot every year
• Access to high-quality professional learning throughout your career, offering both face-to-face sessions and a bespoke online learning platform
• Access to Ark Rewards scheme offering savings from over 3,000 major retailers, interest-free loans available for season tickets or a bike, gym discounts offering up to 40% off your local gym and free eye tests

About Us:

Ark is an education charity that exists to make sure that all children, regardless of their background, have access to a great education and real choices in life. Our network of 39 schools reaches traditionally underserved communities in Birmingham, Hastings, London and Portsmouth. We educate 30,000 pupils and have nearly 3,000 teaching staff across our network. We also incubate and scale innovative ventures, which we roll out beyond our network of schools for the benefit of teachers, pupils and the education system as a whole.

Diversity and Inclusion:

We aim to build a diverse and inclusive organisation where everyone – staff and students – can do their best work and achieve their full potential. We want to reflect and represent diverse perspectives across our organisation because we know that doing so will make us stronger and more effective.

Safeguarding Statement:

Ark is committed to safeguarding and promoting the welfare of children and young people in its academies. In order to meet this responsibility, its academies follow a rigorous selection process to discourage and screen out unsuitable applicants. Ark requires all employees to undertake an enhanced DBS check. You are required, before appointment, to disclose any unspent conviction, cautions, reprimands or warnings under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975. Non-disclosure may lead to termination of employment. However, disclosure of a criminal background will not necessarily debar you from employment - this will depend upon the nature of the offence(s) and when they occurred.

Please note we will be reviewing applications on an ongoing basis and this role may close earlier than advertised depending on the level of response. We strongly encourage you to submit your application at your earliest convenience.