First Line Helpdesk Technician (Services), Derby DE24 8HY

Key Role Information Salary 27,694.00 - 30,024.00 Job type Full Time Contract type Permanent Closing 15/03/2026 23:55 Interview From week commencing 23rd March Contract term AYR - All year round Pay grade L.E.A.D Support Payscale - Banded | SCP 10 - SCP 15 Department Technicians Key stage Not Applicable Hours per week 37.00 Weeks per year 52.143 Visa sponsorship No Your Role

First Line Helpdesk Technician: Permanent Post

Hours of Work: Monday to Thursday 9:00am - 5:00pm & Friday 9:00am - 4:30pm, with 30m flexibility either side when required

Work location: In Person

The Role:

L.E.A.D. IT Services was incorporated in 2010 and joined L.E.A.D. Academy Trust in September 2016. Over the years we have expanded significantly increasing both our team and the number of customers accessing our services. We specialise in supporting the education sector by working with nurseries, primary schools, secondary schools, colleges, and specialist schools. As well as L.E.A.D. Academy Trusts 25 schools, we also support many more trusts nationwide.

Our office is based in Pride Park, which is easily accessible via public transport. The open plan office is bright and airy and a fully equipped kitchen with break out areas. With many of the team being here from the start and lots who have joined along the way, this knowledgeable, friendly team really is great to be a part of.

We are currently recruiting for a First Line Helpdesk Technician. This is an exciting opportunity and would be ideally suited to someone who can deal with new challenges and adapt to the demands of the business..

Key Responsibilities:

This role will require you to provide technical support to schools and businesses. As a First Line Helpdesk Technician, your key responsibilities will include-:

• Using previous knowledge and practical experience to provide first-line technical support to schools and businesses via phone, email, or ticketing system, addressing hardware, software, and network-related issues promptly and efficiently.
• Diagnose and resolve hardware and software problems,
• Adhere to established service level agreements (SLAs) and ensure customer satisfaction through timely and accurate issue resolution.
• Collaborate with internal teams, external vendors, and service providers to coordinate and resolve complex technical issues that require escalation or additional expertise.
• Provide excellent customer service, demonstrating professionalism, responsiveness, and empathy in all interactions with clients.

To be successful, you will have:

• Operating System Experience: Windows 10, Windows 11, Windows Server 2016, 2019, 2022, VMware, Ubuntu, macOS
• Application/Software Experience: Office Suite, Office 365, Anti-Virus, Gmail, Adobe.
• Familiarity with network protocols, IP addressing, and troubleshooting basic network issues.
• Ability to carry out network / PC software & hardware diagnostics
• Basic Knowledge of Windows Server Environments and Active Directory
• Proven experience in a helpdesk or technical support role, preferably in an educational or business environment.
• Customer Service: Excellent interpersonal and communication skills to provide professional and friendly customer support.
• Time Management: Ability to prioritise tasks, manage workload, and meet deadlines in a dynamic field environment.

Experience Required:

• IT Support: 1 year (preferred)
• Customer service: 1 year (preferred)

Benefits Company Pension Sick Pay Store Discount Employee Assistance Programme Online GP Qualifications 5 GCSEs including Maths and English (grade 4-9) or equivalentdesirable