Helpdesk Operator

We are seeking an enthusiastic and proactive Helpdesk Operator to join our College’s IT Services team. This role is at the heart of providing technical support to both staff and students, ensuring that hardware, software, and digital tools run smoothly across the organisation. You’ll handle support calls, maintain helpdesk tickets, assist with system improvements, and contribute to the ongoing development of our AI-powered helpdesk tools—always with the goal of delivering an outstanding customer experience.

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Job Details

We are seeking an enthusiastic and proactive Helpdesk Operator to join our College’s IT Services team. This role is at the heart of providing technical support to both staff and students, ensuring that hardware, software, and digital tools run smoothly across the organisation. You’ll handle support calls, maintain helpdesk tickets, assist with system improvements, and contribute to the ongoing development of our AI-powered helpdesk tools—always with the goal of delivering an outstanding customer experience.

Main Purpose of the Role:

The primary purpose of this role is to provide responsive, high-quality technical support and assistance to internal and external stakeholders at the College. Working closely with the IT Support Coordinator, you’ll play a key role in day-to-day IT operations, from troubleshooting issues to supporting system upgrades, maintaining assets, and ensuring data protection standards are upheld.

Key Responsibilities:

In this role, you will:

  • Respond to support calls, logging and updating tickets on the helpdesk system.
  • Provide technical support for hardware, software, desktops, and Office 365 applications.
  • Liaise with the IT Support Coordinator to manage daily priorities and tasks.
  • Assist in implementing and supporting upgrades, modifications, and improvements to systems and networks.
  • Support the College’s AI helpdesk knowledge base and contribute to predictive maintenance solutions.
  • Create clear user guides to support staff and students with software and systems.
  • Configure and set up desktops, telephone extensions, and related equipment.
  • Maintain and secure IT assets and inventories, ensuring compliance with security standards.
  • Support visiting customers with IT-related issues.
  • Ensure antivirus and security measures are in place across systems.
  • Uphold and promote data protection best practice and GDPR compliance.
  • Contribute to a safe and inclusive environment by following safeguarding, equality, diversity, and health and safety policies.

About You:

You’ll be a motivated team player with a problem-solving mindset and strong people skills. You enjoy working in a busy environment, can prioritise your workload effectively, and have the confidence to advise and support users at all levels of the organisation.

 

The right candidate will have:

Essential:

  • A good standard of education.
  • Knowledge of Microsoft Windows 10/11 and Office 365.
  • Ability to identify and resolve basic software issues.
  • Strong organisational and prioritisation skills.
  • Confidence in providing advice and support on IT resources.
  • Ability to work effectively with people at all levels in a team-oriented environment.

Desirable:

  • Computer-related qualifications.
  • Experience upgrading IT equipment.
  • Familiarity with AI tools and their application in IT services.

Why choose us?

Our strategy is to create a Career Focused, Digital Learning environment, ensuring that the learner experience and our relationship within our community, local and regional employers, are at the heart of everything we do. We are proud to be selected as finalists for the AoC Beacon awards for effective use of digital Technology in FE. Providing a high achieving, focused learning environment allowing our students to achieve the grades they need for higher educations, or the skills and aptitude required to secure a suitable role in their chosen career. Our college is set in the leafy suburbs of Essex, with easy access to surrounding areas and amenities, we are based in a well-connected location both by road and rail.

What we offer:

  • A dedicated and friendly team of professionals who are keen to develop and learn
  • Excellent pension provision
  • Annual Staff Awards
  • CPD days - opportunities to grow and development through mentorship and coaching
  • Free onsite parking
  • Staff appreciation days
  • Eye care vouchers
  • Onsite Starbucks & Restaurant
  • Well-being days & activities
  • Electric Vehicle Scheme*
  • Discounted gym membership
  • Hybrid Working available
  • Fully immersive teaching rooms allow simultaneous online teaching at multiple locations
  • Free Employee Assistance Programme available 24/7, 365 days offering legal & financial advice, as well as general support & guidance

* subject to terms & conditions

This role is considered exempt from the Rehabilitation of Offenders Act 1974 and the amendments to the Exceptions Order 1975, 2013 and 2020. Which means that when applying for certain jobs and activities certain spent convictions and cautions are ‘protected’, so they do not need to be disclosed to employers, and if they are disclosed, employers cannot take them into account. Further information about filtering offences can be found in the DBS filtering guide.  It is an offence to apply for the role if you are barred from engaging in regulated activity relevant to children.

Shortlisted candidates will be required to complete a self-declaration of their criminal record or information that would make them unsuitable to work with children. Self-declaration is subject to Ministry of Justice guidance on the disclosure of criminal records, further information can be found on GOV UK

USP College is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, we therefore expect all staff to share this commitment. The successful applicant will be required to undertake an enhanced disclosure via the Disclosure and Barring Service, and any other checks that the role requires to ascertain suitability for working with children and/or vulnerable adults, which may include online searches.

We will hold and process any personal data, including sensitive (special category) personal data, relating to you in accordance with our legal obligations, in the manner set out in the Privacy Notice for staff and in accordance with our Data Protection Policy, which is set out on the College’s website, found here. You should familiarise yourself with our Data Protection Policy (and all other subsidiary policies to it) and comply with them at all times. Neither the Privacy Notice for Staff nor those policies form a part of your contract of employment.