At a Glance
- Tasks: Provide first-line IT support and manage incidents through the ITSM platform.
- Company: Ark is dedicated to supporting schools and the broader IT community.
- Benefits: Enjoy 27 days annual leave, rising to 30 days after three years, plus a workplace pension scheme.
- Other info: Position based in Hastings with occasional multi-site working required.
- Why this job: Join a team focused on delivering outstanding IT support in a hybrid working environment.
- Qualifications: MTA or equivalent entry-level IT qualification is desirable; motivated to work towards ITIL Foundation certification.
The predicted salary is between 40000 - 45000 £ per year.
About The Role
Reports to: IT Service Desk Manager
Location: Hastings (Hybrid Working; occasional multi-site working required)
Contract: Permanent
Pattern: Full Time (37.5 hours per week, shift rota between 07:00 - 18:00)
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.
What We're Looking For
- A strong interest in IT and a desire to build a career in technical support or service management
- Good communication and customer service skills
- Ability to manage workload and prioritise tasks effectively
- Proactive and willing-to-learn attitude
- An interest in technology and problem solving
- Ability to work effectively as part of a team
Key Responsibilities
- Providing first-line IT support to staff across the organisation
- Diagnosing and resolving common technical issues remotely
- Managing and progressing incidents and service requests through the ITSM platform
- Monitoring ticket queues and supporting SLA performance
- Maintaining clear communication with users throughout issue resolution
Desirable Experience
- Experience in a customer service, administration, retail, hospitality, or technical support environment
- Basic understanding of Microsoft 365
- Experience working within a school, Multi-Academy Trust, or service-driven organisation
- Understanding of IT support or service management principles
Qualification Criteria
- Right to work in the U.K.
- MTA or equivalent entry-level IT qualification (desirable)
- Motivated to work towards an ITIL Foundation certification
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
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.
Safeguarding Statement
Ark is committed to safeguarding and promoting the welfare of children and young people in its academies. Ark requires all employees to undertake an enhanced DBS check and to disclose any unspent criminal convictions, cautions, reprimands or warnings under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975.
IT Service Desk Coordinator employer: ARK
Ark offers a supportive environment for IT professionals, with access to high-quality professional learning and an inclusive culture. Located in Hastings, employees benefit from a generous leave policy and a robust pension scheme. Join a mission-driven team committed to safeguarding and promoting welfare in education.
