Senior Service Desk Technician

Education for Industry Group Full-Time, 37 hours per week (Monday to Friday) Permanent FRA Academy: Electra House – London, Moorgate EC2M 6SE and LCBT Academy: 3-5 Fashion Street, London, E1 6PX About EFI Group EFI Group has a bold mission to transform lives, careers and industries through pioneering, industry-led education in fashion, beauty and apprenticeships. Our vision is to deliver exceptional learning experiences, driven by innovation, inclusion, employability, and excellence. About the role We are seeking a Senior Service Desk Technician to coordinate the effective operation of the Education for Industry Group’s (EFI) Service Desk function and act as a senior member of the team, overseeing and supporting junior support staff. The post holder will coordinate workloads and contribute to the development of junior team members. The Senior Service Desk Technician will assist the IT Service Desk Manager in the monitoring of support calls, ensuring a prompt and effective response from receipt to closure. They will work closely with IT Service Desk Manager and provide feedback and reports on the information collected, to aid in the identification of service improvements, working proactively to mitigate predictable issues before they arise and to reduce reliance on the service. The postholder will also work closely with other teams across the Group to deliver a high-quality, responsive IT support service. About you Qualifications: Relevant IT degree or equivalent professional qualifications. Level 2 qualification or equivalent in English and Maths. Experience: Relevant experience in a service desk role and experience in a customer-facing role. Expertise: Strong ability to plan and prioritise competing demands, multitask effectively, work well under pressure, and consistently meet deadlines. Skills: Strong working knowledge of ITIL standards. Advanced experience with Windows 10 and 11. Proficient in Active Directory and Azure administration. Excellent k