Service Desk Engineer

Location Egham
Discipline: Infrastructure & Support
Job type: Permanent
Salary: 32k per annum

A Diverse Learning Community based in Egham are seeking for a principled, open-minded, and compassionate Service Desk Engineer to join their team on a permanent basis.

​About the company

The School is dedicated to the pursuit of knowledge through curiosity and encourages each student to take responsibility for the learning process. Programs that promote the development of character, a commitment to community service, and an appreciation for beauty provide educational opportunities beyond academics.

About the role

Their IT Services have a vision that they can enable all of their users to achieve individual and team successes through the use of technology. They strive towards developing amazing, safe and reliable environments for everyone to develop and learn in the most creative of ways. Their environment relies on various infrastructures, from SaaS Cloud and virtualisation with a very varied device environment. They use MacOS, Windows and ChromeOS.

The IT Services Support team proudly sits as a core support service. Reporting to the IT Manager, you will work within a team of five providing direct support to all users (students, faculty and staff), with the focus centered on their priority of facilitating learning and teaching.

Primary Responsibilities:

  • Own customer escalations and use the Helpdesk to resolve and complete requests in a timely fashion as well as keeping individuals informed on the status of their requests;

  • Conducting full and thorough diagnostics of hardware for end-users as the first point of contact for fault resolution, including all warranty or (RMA) Return Material Authorisation claims;

  • Manage supply chains, ensuring efficient collection/drop-off of all equipment;

  • Develop and audit the lifecycle of devices amongst faculty and staff, whilst ensuring repairs, maintenance and stocks are documented;

  • Develop collaborative relationships with faculty and staff, working with them to manage requests for new hardware and software, to support the provision of a first class service;

  • Ensure that new hardware and software lifecycle requests are supported, whilst also supporting and developing current thinking on pedagogy and best teaching practice;

  • Maintain and update life cycle of software with JAMF Pro and application deployment;

  • Contribute experience, knowledge and expertise to ideas development and solutionising issues and problems with devices within the classroom environment;

  • Understand and articulate the impact of any changes to internal systems to all relevant users, ensuring documentation is maintained or developed where required;

  • Participate in the development / update of policy and procedure documents for IT service users;

  • Keep up-to-date and undertake training on new technologies as agreed with the IT Manager. Advise on their appropriateness against requirements within the IT team and wider community;

  • Be highly organised with the ability to work on own initiative to complete the range of tasks required and knowing when to seek advice and support;

  • Confident in the application of printing technologies i.e. PaperCut;

  • Have consideration for environmental footprint at all times and continually seek ways to improve this;

  • Demonstrable knowledge of GSuite and Office365 in order to maintain user and group account creation and removal; and

  • Remain up-to-date with changes in common systems: Windows, MacOS, Cloud and network.

Safeguarding Responsibilities

  • To know the identity of the School’s Designated Safeguarding Lead and Deputy;

  • To proactively be alert to indicators of potential safeguarding issues and report these immediately in accordance with school procedure;

  • To be aware of the School’s policies relating to Safeguarding and Child Protection, Code of Conduct and Health and Safety, and follow their requirements;

  • Attend training relating to the safeguarding of children;

  • Engage in safe practice and professional conduct to safeguard children and mitigate against the potential for misunderstandings or situations being misconstrued; and

  • Create safe and secure learning environments.

Qualifications/Professional Bodies


  • Vocational qualification e.g. BTEC/HND


  • Degree in relevant subject

  • Information Technology Infrastructure Library

  • (ITIL) certification

  • Microsoft, Apple or Google certifications



A minimum of 3 years’ experience working in Information Technology in an Educational or Enterprise setting having gained essential experience in the following:

  • Helpdesk Support 1st level

  • WiFi Management

  • Windows Server Active Directory (User Management)

  • MacOS configurations

  • Google Apps\Office 365

  • Proven experience of working with suppliers and external support to resolve any issues or projects


Experience in the following areas:

  • Mobile Device Management (JAMF Pro)

  • PaperCut

  • Web Filtering

  • Meraki WiFi

  • Windows 10/11 OS


  • Ability to understand and resolve customer challenges and issues - a problem solver

  • Excellent communication skills (verbal and written)

  • Ability to see all tasks through to the end and within given deadlines, and seek advice when required

  • Team player who understands the importance of collaboration within a diverse community

  • Interacts positively with all users – approachable, friendly and helpful

  • Highly organised with the ability to multi-task whilst remaining focused

  • Meticulous attention to detail

  • Ability to work independently or as part of a team

Personal Attributes:

  • Has a strong customer focus and willingness to learn about new technologies

  • Enjoys working in a fast-paced environment and remains calm and professional at all times

  • Possesses a sense of humour

  • Creative and resourceful with a belief and commitment to education in general

  • Supportive of school policies, procedures, rules and regulations

  • Committed to professional growth and development

  • Committed to safeguarding children and young people

  • Committed to supporting a diverse, equitable and inclusive educational and working environment