The purpose of the role is to provide IT support to Staff, Students and Lecturers at Istituto Marangoni London.
Key purpose of the role:
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IT Service – support staff, lecturers and students with IT issues and equipment reported through the IT Helpdesk or in person.
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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.
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Support the administration of Microsoft 365 services, Microsoft Entra ID and Mobile Device Management (MDM) solutions.
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Assist with maintaining the School’s IT infrastructure, classroom technology and audio-visual equipment.
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Remote support to other campuses may occasionally be required.
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Provide technical support for School events both on-site and remotely.
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Contribute to improving IT processes through documentation, automation and continuous service improvement.
Key Responsibilities:
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Installation, configuration and support of computer hardware, operating systems and applications (Apple macOS and Windows).
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Build, configure and deploy laptops and desktops for new starters, contractors and replacement devices.
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Support the deployment and management of devices using Microsoft Intune, Apple Business Manager and Mobile Device Management (MDM) solutions.
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Support Microsoft 365 services including Microsoft Entra ID, Exchange Online, Microsoft Teams, SharePoint Online and OneDrive.
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Create, modify and maintain user accounts, access permissions and licences.
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Troubleshoot hardware, software and peripheral faults while liaising with third-party suppliers where required.
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Support wired and wireless networking, printers, classroom technology and meeting room equipment.
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Assist with audio-visual support for School events, presentations and graduation ceremonies.
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Install, test and evaluate software before deployment to users.
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Assist with maintaining IT asset records, stock levels and equipment lifecycle management.
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Create and maintain technical documentation, user guides and knowledge base articles.
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Assist with simple automation and scripting using Python, PowerShell or Microsoft Power Platform where appropriate.
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Train and guide users, both face-to-face and remotely, ensuring a professional, friendly and supportive approach.
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Employ IT best practice and follow School IT policies and security procedures.
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Assist with operating system updates, software deployment and endpoint security.
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Provide support, procedural documentation and relevant reports.
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Prioritise and manage multiple open support requests.
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Establish and maintain positive working relationships with staff, students and third-party suppliers.
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Undertake any other reasonable duties appropriate to the role.
Education and desirable skills
Essential
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Experience supporting Windows and Apple macOS devices.
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Good knowledge of Microsoft 365 applications.
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Basic understanding of Microsoft Entra ID (Azure AD).
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Familiarity with Mobile Device Management (MDM) or Microsoft Intune.
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Excellent troubleshooting and customer service skills.
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Good written and verbal communication.
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Ability to prioritise workload and work independently.