, with occasional travel to other sites.
Key Responsibilities:
1. Act as the first point of contact for all IT-related incidents and service requests
2. Provide timely fixes and updates to end users
3. Escalate complex issues to 2nd Line Engineers or the IT Service Desk Manager
4. Log and document incidents, requests, and resolutions accurately and promptly
5. Support hardware and software troubleshooting across devices and applications
6. Configure and maintain user accounts and permissions
7. Install and set up applications, software, and user devices
8. Support printers, mobile devices, tablets, and laptops
9. Assist with connectivity and hardware at remote sites
10. Help maintain the IT knowledge base and share expertise across the team
11. Identify and recommend process improvements to increase efficiency
You will have:
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13. 1–2 years’ experience in a 1st line support or technical service desk role (preferred)
14. Basic understanding of IT infrastructure and diagnostic processes (essential)
15. Strong customer service and communication skills (essential)
16. Experience supporting hardware, software, and operating systems
17. Ability to work under pressure and manage a varied workload
18. Attention to detail and the ability to follow processes accurately
19. Strong problem-solving skills and the ability to work proactively
20. Experience with service desk tools (preferred)
21. Understanding of ITIL principles (preferred)
22. Knowledge of Microsoft 365, Active Directory, Azure (preferred)
23. Familiarity with networking, virtualisation, and cloud concepts (preferred)
24. Knowledge of Intune and/or Jamf (preferred)
Desirable:
25. Working towards or holding a professional IT qualification
26. Experience creating or contributing to knowledge base articles
27. Broad technical knowledge of PC/peripheral architecture
28. Basic server environment experience (Windows)
Why Join Us?
Outcomes First Group is the UK’s largest independent provider of high-quality special needs education, operating across England, Scotland, and Wales.
Our divisional brands include Acorn Education, Options Autism, Blenheim Schools, and Momenta Connect.
By joining our central teams, you’ll help shape strategy, provide expert support, and drive continuous improvement across a growing organisation renowned for quality, impact, and innovation. We value collaboration, professionalism, and creativity, offering the opportunity to influence change at scale while staying true to our core values of care, aspiration, and inclusion.
Benefits
29. Life Assurance
30. Pension scheme with flexible contribution options
31. “Your Wellbeing Matters” – mental and physical health support
32. Family Growth Support, including enhanced maternity and paternity leave
33. Flexible benefits via Vista, including discounts, Cycle to Work, Electric Car Scheme, critical illness cover, and more
We are committed to safeguarding and promoting the welfare of children and young people. All applicants will be subject to social media checks and successful applicants to a fully enhanced DBS.
We are an Equal Opportunities Employer.
We reserve the right to close the vacancy early if a high volume of suitable applications is received. Outcomes First Group is committed to a fair, thorough, and efficient recruitment process in line with Keeping Children Safe in Education. While we aim to keep applicants informed, we do not accept liability for any loss of earnings or costs incurred due to delays or changes in compliance processes. All stages are subject to safeguarding checks and statutory requirements, which may affect timescales.
**4DWW is applicable after successful completion of 6 months probation period.