Senior Service Desk Technician
On-site · London, England, United Kingdom
Job Summary
Senior Service Desk Technician role coordinating the day-to-day operation of the IT Service Desk for Education for Industry Group, supporting the London College of Beauty Therapy. You will coordinate the service desk with the IT Service Desk Manager, support and develop junior team members, and ensure IT support requests are resolved efficiently. You will work across the EFI Group to drive service improvements and enhance the user experience for staff and students. Key responsibilities include managing inquiries via in-person, phone, and email channels; prioritising tasks; collaborating with stakeholders; and delivering a first-class support service. The role requires IT qualifications or equivalent experience, Level 2 English/Maths, and relevant IT knowledge (Windows 10/11, AD, Azure, M365, SharePoint, Teams). Hybrid/remote working is not indicated for this position; it appears as a on-site London role with two academy locations.
Required Qualifications
- Relevant IT qualification or equivalent professional experience
- Level 2 qualifications (or equivalent) in English and Mathematics
- ITIL Foundation, SDI Service Desk Analyst, or Level 3 technical qualification desirable
- Demonstrable experience in a service desk or IT support role
- Knowledge of ITIL standards, Windows 10/11, Active Directory, Azure administration, Microsoft 365, SharePoint, Teams
Desired Qualifications
- ITIL Foundation (desirable)
- SDI Service Desk Analyst (desirable)
- Level 3 technical qualification (desirable)
- Experience in IT service desk or IT support
- Windows 10 and 11, Active Directory, Azure administration, Microsoft 365, SharePoint, Teams
- Strong analytical, troubleshooting, organisational and communication skills
- Customer-facing support in person, by telephone, and via email
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