IT Helpdesk Administrator

About the Role

The IT Helpdesk Administrator is a key role within our IT Services team, dealing with enquiries made to the department by staff, students and external customers. If you are looking for a challenging opportunity in which you can develop your career in customer service and administration, then this could be the perfect role as you’ll develop these skills, whilst working in an organisation that has been recognised by OFSTED as investing in staff development.

This role is high profile as you will be the first point of contact for all enquiries made to the IT Services department. You will have contact with a diverse range of customers from students to senior managers, and will take pride in always providing excellent customer service.  Through your listening skills and knowledge of the department you will understand the incoming queries and issues and will refer them onto the appropriate team/person, ensuring that they are resolved effectively and as quickly as possible, and that customers are updated on progress with the issue at all times.

The RNN Group operates a central Helpdesk system that records, monitors and reports on all customer fault and service requests within the established service level agreements, including the allocation of Helpdesk tickets to the appropriate support staff. You will deal with a variety of duties in an accurate and timely manner including helping to supervise the apprentices, deal with the onboarding, mobile phone/IT handovers, password resets, consumable ordering and replacing toners.

You will…

You will ideally have similar experience working in a customer facing role, working with Microsoft Office applications and hold the ability to use your initiative, organise, priorities and work with staff and students.

You will hold an NVQ Level 2 Business Administration/ Customer Services qualification and Level 2 (or equivalent) qualification in English and Maths, or be willing to work towards.

Department Info

You will report to the Customer Services Co-ordinator, who will give you direction, but you will have authority to act autonomously in your day to day work and to make decisions within guidelines. 

Our excellent benefits and rewards package:

• Access to local government pension
• Up to 41 days annual leave per year (22-26) including closure during Christmas period
• Access to our gyms, restaurants and salons
• Staff health & wellbeing and benefits schemes including in-house Occupational Health service
• Full, part time and flexible working hours available in many roles
• Parking available at all of our sites
• Fantastic career development opportunities including funding for teacher training, apprenticeships and various other industry recognised qualifications

What is the RNN Group?

RNN Group’s main goal is to be an ‘outstanding’ education and training provider and this is at the heart of everything that we do. To help us achieve this we are looking to recruit highly motivated and innovative individuals to join our existing teams. To be a part of the team at RNN Group we will expect you to be committed to our values too;

• We are Inclusive,
• We have Integrity,
• We Deliver,
• We are One Team.

We are OFSTED ‘Good’ (November 2022)

We celebrate diversity and are proud to have been recognised as Investors in Diversity for our work on Equality, Diversity and Inclusion. This means that you’d be working in a supportive environment that encourages, recognises and celebrates effort, achievement and cooperative attitudes. We welcome applications from everyone regardless of age, gender, ethnicity, sexuality, faith or disability. We are also proud to be part of the Disability Confidence Scheme.

We are committed to safeguarding and promoting the welfare of children, vulnerable adults and young people. All new employees will be required undertake a DBS check and other associated checks in line with Keeping Children Safe in Education Guidance.

All candidates must have the legal right to work in the UK.

Closing date: Tuesday 7^th May at 12:00 Noon - if you are shortlisted for this post you will be contacted within a week of the closing date.

If you require further information about this vacancy please contact the HR department on 01709 722750 or recruitment@rnngroup.ac.uk

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