Helpdesk Specialist - London
Galileo Global Education · London · £32,000 (stated in the posting)
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
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