Senior Service Desk Technician in City of London
Fashion Retail Academy City of London About the role
Education for Industry Group
Full-Time, 37 hours per week (Monday to Friday)
Permanent
FRA Academy: Electra House – London, Moorgate EC2M 6SE and LCBT Academy: 3-5 Fashion Street, London, E1 6PX.
About EFI Group
EFI Group has a bold mission to transform lives, careers and industries through pioneering, industry-led education in fashion, beauty and apprenticeships. Our vision is to deliver exceptional learning experiences, driven by innovation, inclusion, employability, and excellence.
About the role
We are seeking a Senior Service Desk Technician to coordinate the effective operation of the Education for Industry Group’s (EFI) Service Desk function and act as a senior member of the team, overseeing and supporting junior support staff. The post holder will coordinate workloads and contribute to the development of junior team members.
The Senior Service Desk Technician will assist the IT Service Desk Manager in the monitoring of support calls, ensuring a prompt and effective response from receipt to closure. They will work closely with IT Service Desk Manager and provide feedback and reports on the information collected, to aid in the identification of service improvements, working proactively to mitigate predictable issues before they arise and to reduce reliance on the service.
The postholder will also work closely with other teams across the Group to deliver a high-quality, responsive IT support service.
About you:
- Qualifications: Relevant IT degree or equivalent professional qualifications. Level 2 qualification or equivalent in English and Maths.
- Experience: Relevant experience in a service desk role and experience in a customer-facing role.
- Expertise: Strong ability to plan and prioritise competing demands, multitask effectively, work well under pressure, and consistently meet deadlines.
- Skills: Strong working knowledge of ITIL standards. Advanced experience with Windows 10 and 11. Proficient in Active Directory and Azure administration. Excellent knowledge of Microsoft systems, including Office 365, SharePoint, and Teams.
- Values: Committed to fostering collaboration, teamwork, and a supportive work environment.
If you feel your skills and experience would fit well within our team and you meet many, but not all of our listed qualifications for this role, please apply or get in touch with our Recruitment Team to discuss further.
Why The EFI?
We foster a culture where our team members can lean on each other, recognise each other, and celebrate together! At EFI, we prioritise your growth and wellbeing with a range of fantastic benefits, including:
- Funded Professional Qualifications: Support for personal and professional development, including a personal growth allowance of £400 annually, paid professional qualifications, LinkedIn Learning Access and annual CPD.
- Generous and Flexible Leave Options: A range of enhanced leave options, including birthday, and celebration leave.
- Market-Leading Family-Friendly Pay: Including six months of fully paid maternity, adoption, and shared parental leave.
- Monthly Wellbeing Allowance: Including a customisable monthly wellbeing allowance of £50, and funded counselling/CBT through Education Support Employee Assistant Programme.
- Pension: We offer a 5% employer pension contribution, supporting you in planning for your future.
To explore the full range of our benefits, click here.
Salary: From £31,450 to £34,850 per annum, subject to qualifications and experience.
How to apply/Next Steps:
Click 'Apply for this job' to submit your application.
Closing Date: 8am on Tuesday, 21 July 2026.
Interviews/Recruitment Day: Week commencing 27 July 2026 in-person at FRA Academy: Electra House, Moorgate, EC2M 6SE.
More Information/Contact us:
For more information about the EFI Group, visit our EFI, FRA, LCBT websites and refer to the job description. Please contact for further information.
The EFI is fully committed to safeguarding and promoting the welfare of young people and vulnerable adults. Candidates offered positions will be required to undergo thorough safeguarding background checks as a condition of the offer. Thank you for sharing our values and commitment to student safety.
Your tasks
Lead the Service Desk team and ensure top-notch IT support for our education group.
Your profile
IT degree or equivalent, with service desk experience and strong multitasking skills.
What's also included
Enjoy funded qualifications, flexible leave, and a monthly wellbeing allowance.
Tech stack & ways of working
Senior Service Desk Technician in City of London employer: Fashion Retail Academy
The Fashion Retail Academy is an exceptional employer that prioritises the growth and development of its staff, offering a collaborative work culture where innovation and creativity thrive. Located in a vibrant area, employees benefit from a supportive environment that encourages professional advancement and a strong commitment to enhancing the learner experience. With a focus on excellence in service and compliance, this role provides a unique opportunity to make a meaningful impact in the education sector.
View Fashion Retail Academy profile
Your perspectives
Make a real impact while growing your career in a supportive environment.
StudySmarter Expert Advice
Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Fashion Retail Academy values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
Show Off Your Skills
Create a personal project or case study relevant to the challenges Fashion Retail Academy might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Fashion Retail Academy!
Direct Apply to Fashion Retail Academy
Let's not forget to apply directly through the Fashion Retail Academy website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
Some tips for your application 🫡
Showcase Your Problem-Solving Skills
In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Fashion Retail Academy.
Highlight Relevant Certifications
Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter
Your cover letter is your chance to connect personally with us at Fashion Retail Academy. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise
We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Fashion Retail Academy
Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
Locations
- City of London
