Here at BPP Education Group an opportunity has arisen within Group IT for a passionate and methodical individual to join the team as a Service Desk Specialist. You will be the touchpoint for both staff and students across BPP Group, you’ll handle queries, incidents, and requests. Whether someone needs technical assistance or seeks information, you’ll be there to provide prompt and professional support.
Why work for BPP Education Group?
It is a great time to join BPP Education Group as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join BPP Education Group such as:
- Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree.
- With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home.
- We also provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes retail discounts and much more.
Other key benefits include our Group Personal Pension Plan, dedicated private healthcare and dental plans that offer additional assurance to look after you and your family.
What you’ll be doing
In this role you will be the initial touchpoint for both staff and students across BPP Group. You’ll handle queries, incidents, and requests. Whether someone needs technical assistance or seeks information, you’ll be there to provide prompt and professional support. When users encounter technical problems, you’ll troubleshoot and aim for timely resolution working with both internal and external departments to deliver high‑quality service, contributing to a positive experience for both staff and students alike. Within the Service Desk team you will lead from the front, assisting to resolve more technical queries, mentoring junior members of the service desk and helping to maintain quality standards within the team.
- Serve as the initial point of contact for staff and students across the Group, who report issues, seek information, submit requests, or need guidance.
- Respond promptly and professionally to enquiries, ensuring a positive user experience.
- Accurately log, classify, and prioritise incidents following BPP’s internal processes.
- Troubleshoot technical issues, aiming for timely and satisfactory resolution.
- Provide remote assistance using prescribed tools such as GoToResolve, SCCM Remote Tool or Microsoft Teams.
- Act as a point of escalation to the IT Service Desk Analysts.
- Coach, mentor, and train the IT Service Desk Analysts.
- Produce technical training guides and documentation to share knowledge with internal teams including the service desk, in Service Now.
- Assist the IT Service Desk Manager with gathering data and producing reports for Service Review meetings and senior management.
- Escalate incidents/requests where appropriate to internal or external teams when necessary.
- Assist with the coordination, management, and resolution of Major Incidents.
- Advise users on the most suitable course of action based on their specific needs.
- Communicate clearly and courteously, using customer first principles.
- Set realistic expectations by communicating estimated resolution times.
- Provide regular updates on tickets that are not resolved at first point of contact.
- Work closely with internal and external departments to deliver high‑quality service.
- Foster effective communication channels to support both staff and students.
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
Essential Skills, experience & qualifications required
- Previous experience working within a service or help desk environment.
- Solid knowledge of Office 365 applications.
- Strong attention to detail.
- Demonstrates a strong passion for IT Support and Technology.
- Self‑motivated and committed.
- Be ambitious and proactive with a willingness to learn.
- Experience in troubleshooting software and hardware issues.
- Familiarity with Windows OS (Mac OS desirable).
- Good knowledge of Office 365 applications.
- Knowledge of network protocols.
- Excellent written and verbal communication skills with demonstrable patience, and the ability to translate technical information to non‑technical users.
- An ability to maintain accurate records and track progress effectively while handling multiple open tickets.
- Knowledge and understanding of IT ticketing systems (preferably Service Now, but not essential).
- Basic DBS check will be required.
Desirable Skills, experience & qualifications
- Microsoft 365 Associate or equivalent level MCSA/MCP Qualification.
- Experience of working to ITIL best practice.
Please note
The successful candidate will be required to undergo a basic DBS check.
BPP Education Group are proud to be a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
BPP Education Group actively promotes equality of opportunity for all with the right mix of talent, skills and potential, and welcomes applications from a wide range of candidates. BPP will select candidates for interview based on their skills, qualifications and experience.
Please note that for those posts that are exempt from the Rehabilitation of Offenders Act 1974, the successful candidate will be required to undertake a DBS check in addition to BPP undertaking any necessary online searches.
This is deemed appropriate and necessary from a safeguarding perspective, and in line with BPP’s safer recruitment practices.
BPP Education Group reserves the right to amend or withdraw this advertisement at any time prior to the closing date, should we receive a high volume of applications or if business needs change.
