Helpdesk Specialist - London

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 macOS 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 macOS 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, SharePoint Online and OneDrive.
• 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, PowerShell 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 macOS 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 PowerShell scripting.
• Experience with Microsoft Power Automate.
• Knowledge of SharePoint Online.
• Experience supporting Microsoft Teams.
• Experience with Cisco Meraki networking.
• ITIL Foundation or equivalent certification.

Salary: Up to £32,000