At a Glance
- Tasks: Provide IT support to staff, students, and lecturers at Istituto Marangoni London.
- Company: Join a vibrant educational institution focused on creativity and innovation.
- Benefits: Competitive salary up to £32,000, professional development, and a supportive work environment.
- Other info: Opportunity for growth and learning in a collaborative atmosphere.
- Why this job: Make a difference by helping others with their tech challenges in a dynamic setting.
- Qualifications: Experience with Windows and Apple macOS, strong troubleshooting skills, and customer service focus.
The predicted salary is between 32000 - 32000 £ per year.
Job summary
The purpose of the role is to provide IT support to Staff, Students and Lecturers at Istituto Marangoni London.
Key purpose of the role
- IT Service – support staff, lecturers and students with IT issues and equipment reported through the IT Helpdesk or in person.
- The Helpdesk Specialist is responsible for maintaining the School's IT equipment, deploying new devices, managing repairs and providing support across both Apple mac OS and Windows environments.
- Support the administration of Microsoft 365 services, Microsoft Entra ID and Mobile Device Management (MDM) solutions.
- Assist with maintaining the School's IT infrastructure, classroom technology and audio-visual equipment.
- Remote support to other campuses may occasionally be required.
- Provide technical support for School events both on-site and remotely.
- Contribute to improving IT processes through documentation, automation and continuous service improvement.
Key Responsibilities
- Installation, configuration and support of computer hardware, operating systems and applications (Apple mac OS and Windows).
- Build, configure and deploy laptops and desktops for new starters, contractors and replacement devices.
- Support the deployment and management of devices using Microsoft Intune, Apple Business Manager and Mobile Device Management (MDM) solutions.
- Support Microsoft 365 services including Microsoft Entra ID, Exchange Online, Microsoft Teams, Share Point Online and One Drive.
- Create, modify and maintain user accounts, access permissions and licences.
- Troubleshoot hardware, software and peripheral faults while liaising with third-party suppliers where required.
- Support wired and wireless networking, printers, classroom technology and meeting room equipment.
- Assist with audio-visual support for School events, presentations and graduation ceremonies.
- Install, test and evaluate software before deployment to users.
- Assist with maintaining IT asset records, stock levels and equipment lifecycle management.
- Create and maintain technical documentation, user guides and knowledge base articles.
- Assist with simple automation and scripting using Python, Power Shell or Microsoft Power Platform where appropriate.
- Train and guide users, both face-to-face and remotely, ensuring a professional, friendly and supportive approach.
- Employ IT best practice and follow School IT policies and security procedures.
- Assist with operating system updates, software deployment and endpoint security.
- Provide support, procedural documentation and relevant reports.
- Prioritise and manage multiple open support requests.
- Establish and maintain positive working relationships with staff, students and third-party suppliers.
- Undertake any other reasonable duties appropriate to the role.
Education and desirable skills
Essential
- Experience supporting Windows and Apple mac OS devices.
- Good knowledge of Microsoft 365 applications.
- Basic understanding of Microsoft Entra ID (Azure AD).
- Familiarity with Mobile Device Management (MDM) or Microsoft Intune.
- Excellent troubleshooting and customer service skills.
- Good written and verbal communication.
- Ability to prioritise workload and work independently.
- Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi).
Desirable
- Experience with Apple Business Manager.
- Basic knowledge of Python or Power Shell scripting.
- Experience with Microsoft Power Automate.
- Knowledge of Share Point Online.
- Experience supporting Microsoft Teams.
- Experience with Cisco Meraki networking.
- ITIL Foundation or equivalent certification.
Helpdesk Specialist - London employer: Istituto Marangoni
Istituto Marangoni is an excellent employer, offering a vibrant and creative work culture in the heart of Greater London. As an HR Intern, you will gain invaluable experience in HR administration and people operations, with ample opportunities for personal and professional growth. The company prioritises employee development and fosters a supportive environment, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Specialist - London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Istituto Marangoni. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Istituto Marangoni before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Specialist - London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Istituto Marangoni:Your cover letter is your chance to shine! Tell us why you want to work at Istituto Marangoni specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Istituto Marangoni!
How to prepare for a job interview at Istituto Marangoni
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
