IT Helpdesk Operator

Salary FTE Grade 4 £27,274 to £29,542 FTE

Contract term 37 hours, 52 weeks, permanent

Start date As soon as possible

Closing date Midnight Sunday 29 November 2026

Mercia Learning Trust

Mercia Learning Trust is a successful partnership of four primary and four secondary schools located in Sheffield. Established in 2012, with one secondary school, our trust has grown to serving over 6100 pupils, with over 800 staff.

Why do we exist?

· To empower everyone in our communities, especially the most disadvantaged, to succeed.

How do we behave?

· We are kind - showing care and supporting each other.

· We have integrity - doing the right thing and always putting children first.

· We work with diligence - overcoming obstacles and having no excuses.

What do we do?

· We run schools that focus on academic excellence, cultural capital and the development of character.

How will we succeed?

· A culture of excellence – high standards shaped by clarity, not control.

· Academic focus – empowering all children through an exceptional curriculum.

· Purposeful collaboration – relationships built on trust, reducing sub-optimisation and driving collective success.

Our staff are a crucial part of our trust, just like our pupils. We are devoted to recruiting, training, retaining and taking good care of our highly skilled and dedicated team.

IT Department

Mercia Learning Trust operates a central IT support team made up of an IT director, an IT service delivery and infrastructure manager, two trust network managers and a range of IT technicians and helpdesk operators. The team provide support for all trust IT systems and services across the four primary and four secondary schools as well as all central trust offices. The trust has recently completed an ambitious centralisation project to bring all systems together into a centralised infrastructure. The successful candidate will be part of a strong team with access to development and shadowing opportunities.

The role

Duties will include logging first line calls from a range of users including teaching and non-teaching staff, assisting with basic user queries such as password resets or supporting users with training on commonly used applications such as Microsoft Office, Microsoft Teams and other trust platforms.

To be technically suitable for this role, you must have a basic knowledge of IT and applications including but not limited to the following:

· Basic hardware troubleshooting such as cables, input settings and peripheral configuration.

· A good understanding of the Windows 11 operating system and common troubleshooting methodologies.

· A good understanding of the Microsoft Office packages and common troubleshooting methodologies.

· Familiarity with AV configurations such as projectors, Interactive Whiteboards and sound systems including an ability to use and troubleshoot basic problems.

· A good understanding of Microsoft 365 technologies such as OneDrive, SharePoint and CoPilot.

· An ability to log, prioritise and escalate tickets in a technical environment.

The post holder will primarily be based at Mercia School but is expected to work across our trust as part of the Mercia Learning Trust IT services team.

The candidate

The successful candidate will:

· be diligent and conscientious when providing support across the curriculum and key stages.

· be a good communicator and be willing and able to work alongside all staff.

· demonstrate initiative, creativity, and problem-solving skills.

· be able to work as part of a team.

· be flexible, approachable and with a friendly disposition.

· have a can-do attitude and have the ability to work under pressure, meet deadlines and tackle ad-hoc projects with enthusiasm.