IT Assistant Support and Operations

Salary details: £ - £

Information Technology Assistant: Support & Operations

Grade 8 | Digital Traded Services, Education Data Hub | Field-based with travel

The Education Data Hub is looking for a proactive and customer-focused Information Technology Assistant to join our Technical Team, supporting schools, academies and Multi Academy Trusts with high-quality IT support, service coordination and operational delivery.

This is a great opportunity for someone who enjoys solving problems, supporting customers and helping services run smoothly. You will be part of a growing traded service that is helping schools strengthen their digital resilience, improve cyber maturity and work towards the Department for Education Digital and Technology Standards.

You will work closely with colleagues across IT support, governance, cyber security and data protection to provide a joined-up service to education settings. The role includes first-line technical support, triaging and resolving requests, coordinating engineer visits, supporting customer onboarding and service administration, and helping schools access the right advice at the right time.

About the role

In this role, you will be one of the first points of contact for schools and other education customers who need help with IT support, access issues, service queries or operational processes. You will use a ticketing system to record, triage and progress requests, escalating more complex issues where needed and keeping customers informed throughout.

You will also support the day-to-day coordination of the service, including scheduling engineer visits, assisting with training administration, supporting contract and onboarding processes, preparing information for service reviews, and helping the team use data to understand demand, performance and opportunities for improvement.

The work is varied, practical and people-focused. One day you may be helping a school resolve an access issue or service request, and the next you may be supporting the coordination of engineer visits, preparing information for customers, or helping colleagues improve how we deliver services across IT, cyber and digital resilience.

What you will be doing

· Providing first-line IT support by telephone, email and ticketing system.

· Triaging requests, resolving straightforward issues and escalating more complex matters to second-line colleagues.

· Supporting account access, lockouts and other common service requests in line with security protocols.

· Coordinating and scheduling engineer visits to schools, including planned and ad hoc assignments.

· Supporting onboarding, training administration, contract management and general service administration.

· Communicating clearly with schools, colleagues and other stakeholders about service queries, incidents and next steps.

· Capturing, analysing and presenting information to support performance management and service improvement.

· Working collaboratively with colleagues across support, governance, cyber security and data protection to provide a joined-up customer experience.

About you

We are looking for someone who is organised, approachable and confident working with customers. You will be able to communicate clearly, explain technical information in a straightforward way and manage a varied workload while keeping a strong focus on service quality.

You do not need to know everything on day one, but you will need experience of working in IT support, a helpdesk environment or with school systems and education applications. You should be comfortable using Microsoft Office, working with data, handling confidential information appropriately and building positive relationships with a range of customers and colleagues.

Experience of using an IT ticketing system, such as Halo, and an understanding of school IT environments would be helpful. Most importantly, you will bring a practical, customer-first approach and a willingness to support a service that is developing quickly to meet the changing digital needs of schools.

Why join us?

This is an opportunity to join an experienced and supportive team that works directly with schools to keep technology reliable, secure and useful. Education settings are managing increasing expectations around cyber security, safeguarding, digital leadership and technology standards, and our service plays an important role in helping them respond with confidence.

You will be joining a service that is growing, improving and shaping its offer for the future. The role gives you the chance to build strong relationships with schools, develop your own knowledge of education technology and cyber resilience, and contribute to practical service improvements that make a real difference to customers.

This is a field-based role and will involve travel to schools, Multi Academy Trusts, promotional events and education conferences.

Provisional interview date: week commencing 20th July 2026

Due to this post having access to children and/or vulnerable adults, the successful candidate will be required to undertake a Disclosure and Barring Service check. The possession of a criminal record will not necessarily prevent an applicant from obtaining this post, as all cases are judged individually according to the nature of the role and information provided. Click here to see our policy on criminal background checks.

Apply now and take the first step towards a fulfilling career with us! By joining Derbyshire County Council you will have access to a range of amazing rewards and employee benefits, including our generous annual leave scheme, excellent local government pension and fantastic employee discounts. To discover more detail about the rewards and benefits available to you, click here

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Important: Derbyshire County Council holds a sponsorship licence, but this role does not offer visa sponsorship. Please apply only if you already have the right to work in the UK without sponsorship, as applications that do not meet this requirement will be rejected.

We welcome applications from individuals who share our values — being Collaborative, Innovative, Empowered and Accountable. These values describe who we are and what we stand for as a council. They help shape our culture, encourage consistent behaviour and guide how we work together to make a positive difference for both our employees and the residents we serve.