Systems Service Desk Support

Ark Schools prides itself on having a sector-leading approach to information systems and data analysis. With 39 schools currently open, we are looking to appoint an experienced, well-organised, enthusiastic, and highly Systems Service Desk Support to work across several our schools.

The Systems Service Desk Support will be responsible for the providing a high-level service to our schools, resolving the systems support tickets raised by the schools in our network.

This is a fantastic opportunity, for an enthusiastic and ambitious IT graduate or an existing Data Manager looking to grow in their career, to join our talented Systems Support Team.

The Systems Service Desk Support will report into Systems Support Manager. This role is currently operating hybrid working in our West London Office on a fixed term 6 months basis working full time.

Interviews will be held w/c 6^th January 2025 in person or virtually.

Key Responsibilities:

• First and second line support for technical issues with the MIS (Bromcom) and liaising with Bromcom support desk when required.   Triage tickets received for non-Bromcom systems
• Support the team to ensure work is compliant with Ark SLAs for incidents and other service requests, either through reminders or alerts when updates or closures are time critical
• During quiet times contribute towards internal Bromcom documentation to support our self-service offering
• Assigning tickets to the Systems Support workstream; direct support calls for Ark Schools’ MIS solutions, any supported third-party systems, and in-house or bespoke data and analysis tools in accordance with ITIL standards
• Responsible for the delivery of the core systems support service model to Ark Central Teams and schools: (escalation of these issues to third line support where relevant criteria met and maintain familiarity with the data requirements of each school)

Key Requirements:

• Qualified to degree level or above
• Right to work in the UK
• Highly computer literate, with specific skills when using spreadsheets
• Strong knowledge of Bromcom especially in Behaviour, Census, Assessments and Exams.
• Ideally has previously worked in a school
• Support desk experience is beneficial
• Demonstrates a keen interest in data management and analysis, particularly in the Education Sector
• Good attention to detail
• The ability to skilfully manage and maintain effective working relationships
• Be able to communicate on a technical level with other IT professionals, and in non-technical terms to academic colleagues
• Adaptable, flexible and able to work with minimum supervision
• An understanding of the importance of confidentiality and discretion

• 27 days annual leave plus bank holidays, rising with each year of service up to 30 days after 3-years’ service. This entitlement is pro rata for part time employees. This entitlement excludes bank holidays
• Full office closure between Christmas and New Year
• As an Ark employee, you will have the opportunity to be part of the TPT (The Pension Trust) scheme, our workplace pension scheme where we make an 11% contribution; you are not required to contribute towards this scheme unless you choose to. Depending on your role you may also be entitled to LGPS which is a defined benefit scheme where you contribute a percentage based on how much you earn (as do we) in exchange for a guaranteed amount in your pension pot every year
• Access to high-quality professional learning throughout your career, offering both face-to-face sessions and a bespoke online learning platform
• Access to Ark Rewards scheme offering savings from over 3,000 major retailers, interest-free loans available for season tickets or a bike, gym discounts offering up to 40% off your local gym and free eye tests

We’re an international charity, transforming lives through education. We exist to give every young person, regardless of their background, a great education and real choices in life. In the UK, we’re a network of 39 schools, educating around 30,000 pupils in areas where we can make the biggest difference and we’re recognised as one of the highest achieving academy groups in the country. We want to change the lives of children everywhere, not just in our own schools. So, we create and incubate Ventures designed not only to help pupils in Ark schools, but also to improve education systems.

You’ll be joining a group of like-minded, ambitious individuals who work collaboratively and are all committed to our core mission, that every child has the potential to succeed. Having just celebrated our 20^th anniversary, we are shaping our goals for the next 20 and there has never been a more exciting time to join us.