Westminster School - Helpdesk Engineer (12 month fixed-term contract)

Summary

We are currently seeking to fill the position of Helpdesk Engineer (12 month fixed-term contract).

Detail

Required for: as soon as possible

Location: Deans Yard - Westminster School

Hours of work: Mondays to Fridays on a rota basis (8am – 4pm, 9am – 5pm, or 10am – 6pm )

Contract: full-time, temporary (12 month fixed-term contract)

Salary: £30,000 - £35,000 per annum, dependent on experience

Benefits include:

 - Free school meals when on-site

 - 25 days paid holiday, as well as a discretionary Christmas shutdown period

 - Generous School pension scheme and 

 - Free access to the School’s leisure facilities, including a fitness gym (restricted hours). 

 - Cycle to Work Scheme and season ticket loans following completion of our standard probation period 

 - Private medical insurance (opt in).

The deadline for applications is midday on Monday 27th October 2025. Interviews will take place in-person shortly after the closing date.

Westminster School is seeking to recruit a Helpdesk Engineer on a 12-month fixed-term contract.

The main responsibility of the role is to ensure the efficient and effective operation of the School’s IT facilities for all staff & pupils. The role reports into the Helpdesk Manager, and will work across both Westminster School and our linked prep school Westminster Under School.

The IT Helpdesk Engineering team are responsible for providing timely and effective technical support, troubleshooting hardware and software issues, and ensuring a positive user experience. As part of a team of four, you will be a key point of contact for IT support and play a vital and highly valued role in maintaining the school's technology infrastructure across all our sites. 

First and Second-Line Support:  

• Provide first and second-line technical support to staff, pupils, and faculty via phone, email, and in-person. 
• Troubleshoot and resolve hardware, software, network, and peripheral device issues. 
• Log and track incidents and service requests in the helpdesk ticketing system. 

Hardware and Software Support:  

• Install, configure, and maintain desktop computers, laptops, printers, and other peripherals. 
• Support and troubleshoot common software applications, including operating systems and productivity suites. 
• Support the Schools’ educational technology. 
• Patch servers and infrastructure proactively 

User Account Management:  

• Create, modify, and delete user accounts and permissions. 
• Reset passwords and troubleshoot account access issues. 

Documentation and Knowledge Base:  

• Document technical solutions and procedures. 
• Contribute to the development of knowledge base articles. 

System Maintenance:  

• Perform routine system maintenance and updates. 
• Assist with hardware and software inventory management. 

Communication and Collaboration:  

• Communicate effectively with users, providing clear and concise information. 
• Collaborate with other IT team members to resolve complex issues. 

Principal Objectives: 

• Provide timely and effective first and second-line technical support. 
• Resolve user issues efficiently and accurately. 
• Maintain accurate records of incidents and service requests. 
• Contribute to a positive user experience. 
• Ensure that all educational technology is working correctly.

Performance Metrics: 

• First Contact Resolution (FCR): Percentage of incidents resolved during the initial contact. 
• Average Resolution Time (ART): Average time taken to resolve an incident or service request. 
• Ticket Volume: Number of tickets handled per day/week/month. 
• Customer Satisfaction (CSAT): Measured through surveys or feedback forms. 
• Ticket Accuracy: Correct categorization and information within the ticketing system.
• Adherence to SLA's: Percentage of tickets resolved within SLA. 
• Knowledge Base Contributions: Number of articles created or updated.

Documents

• I.T. Helpdesk Engineer (ftc) - person specification PDF Document