Service support technician person specification

Job title: Service support technician

Reports to:
Service support technician team leader

Digital Technology and Data



Direct reports:

Budget/Resource responsibility:

Job description


Good level of general education. Maths and English at GCSE grade C and above.

Knowledge and experience


  • Previous experience of working in IT Support Role
  • Proven ability to find faults and provide remedial action to systems
  • Proven ability to analyse trends and create service improvement plans
  • Competent knowledge and use of 365 and previous versions
  • Proven ability to work to tight deadlines
  • Proven ability to liaise and communicate effectively with staff at all levels of an organisation and external contacts (eg: suppliers) / to resolve problems within set timescales
  • Excellent communication and negotiating skills
  • Working knowledge of Windows 10 and Windows 7 Operating Systems
  • Working knowledge of Active Directory and Group Policy
  • Ability to demonstrate understanding of IT System security issues (virus protection, data integrity)
  • Service Desk or Desktop support experience
  • Ability to provide support remotely using tools such as SCCM, SysAid, etc.


  • ITIL v3 foundation
  • Service Desk Training by the Service Desk Institute
  • CCNA

Skills and competencies


  • Thorough knowledge of Microsoft Windows desktop operating systems including Bitlocker and Direct Access
  • Knowledge of the Microsoft Office suite including Dynamics, Visio and Project
  • Knowledge of other common Microsoft technologies such as Office 365, Skype Telephony, Exchange and Terminal Services
  • Knowledge of ADSL routers and firewalls, printers and other common computer equipment
  • Knowledge of MS Lync, SharePoint and SCCM


  • Experience of working in an educational or services environment.
  • Experience of working with assistive technology.
  • Understanding of the social model of disability
  • Understanding of the basics of Azure, Power BI and data analytics

Scope Values

Pioneering: Passionate and ambitious, determined to drive change and make things happen.
Courageous: Single minded in your desire to achieve equality for disabled people. Not afraid to fail fast and learn quickly – brave enough to give new things a go.
Connected: Listens, talks and shares. Achieves through connecting and collaborating, both internally and externally.
Open: To new ideas and honest with others.
Fair: Values, respects and supports diversity, skill, and expertise. Takes responsibility for their actions and supports others to achieve

Opens in a new windowOpens an external siteOpens an external site in a new window