Education
A‑levels, college diploma, or an IT‑related course is helpful but not essential as they can provide a helpful foundation in knowledge and skills.
IT Knowledge
A strong interest in technology and IT is important for this role, along with a basic understanding of computers, laptops, and commonly used software such as Microsoft 365. Awareness of Microsoft devices, such as Surface laptops and tablets, would be beneficial but is not essential.
Skills
This role requires excellent communication skills, with the ability to explain information in a clear and simple way that is easy for others to understand. A strong customer service mindset is essential, along with good problem‑solving abilities and a willingness to learn new skills. You should be able to follow guidance and structured processes, while also staying organised and managing tasks and priorities effectively.
Personal Qualities
You will be friendly and approachable, making it easy for others to ask for help. Being patient and understanding is important when supporting colleagues, especially when they may be unsure or frustrated. The role requires someone who is reliable and responsible, with a positive attitude and a strong willingness to learn and develop new skills. You should also be an excellent team player, able to work well with others and contribute to a supportive team environment.
Desirable Qualification
Desirable qualifications for this role include a qualification in IT, Digital Technology, Computer Science, or a related subject, or practical hands‑on experience that demonstrates similar knowledge. It would be beneficial to have, or be willing to work towards, IT service management or technical certifications such as ITIL Foundation, Microsoft Fundamentals (e.g. Microsoft 365 or Windows), or CompTIA.
Experience using a service management tool like ServiceNow to log, manage, and resolve incidents and service requests is also advantageous. In addition, the ability to clearly explain technical information to non‑technical users and experience working collaboratively within a team, including knowing when to escalate issues, would be highly valued.
