Senior IT Service Desk Engineer

Senior IT Service Desk Engineer Job ID : 00580 Position Objective ▪ The Senior IT Service Desk Engineer supports and strengthens the school IT service desk function by ensuring reliable, responsive, and high quality end user support across the school community. ▪ The role coordinates daily service desk activities, manages ticket follow up, supports escalations and helps to ensure that incidents and service requests are satisfactorily resolved within agreed service levels. ▪ The role acts as a key interface between school leadership, staff, students, parents, global/regional IT teams and vendors. The role requires strong ownership, clear communication, structured follow through and professional handling of service issues. ▪ The role also supports continuous improvement of service desk quality, including ticket hygiene, user communications, knowledge base management, service reporting, and process adherence. ▪ This role will deputize in the IT Service Desk Manager’s absence to run service desk operations Responsibilities: Service Desk Operations. • Coordinate day to day service desk operations, including ticket queues, prioritisation, assignment, follow up and escalation. • Ensure incidents and service requests are logged, tracked, updated, and resolved within agreed service level targets. • Ensure tickets contain clear ownership, user updates, troubleshooting notes, resolution notes and closure details. • Monitor service desk workload and support coverage during school operating hours, peak periods, events and critical activities. • Maintain service desk procedures, workflows, knowledge articles, and documentation standards. • Ensure service desk activities follows IT policies, security requirements, safeguarding expectations and acceptable use standards. Stakeholder Management and Communication. • Act as an escalation point for user issues, service complaints and operational disruptions. • Provide clear, timely and professional updates to users, school leadership…