Job Description

Job Introduction

Westminster School is seeking to recruit a Helpdesk Engineer on a 12-month fixed-term contract.


The main responsibility of the role is to ensure the efficient and effective operation of the School's IT facilities for all staff & pupils. The role reports into the Helpdesk Manager, and will work across both Westminster School and our linked prep school Westminster Under School.


The IT Helpdesk Engineering team are responsible for providing timely and effective technical support, troubleshooting hardware and software issues, and ensuring a positive user experience. As part of a team of four, you will be a key point of contact for IT support and play a vital and highly valued role in maintaining the school's technology infrastructure across all our sites.


Main Responsibilities

First and Second-Line Support:

Provide first and second-line technical support to staff, pupils, and faculty via phone, email, and in-person. Troubleshoot and resolve hardware, software, network, and peripheral device issues. Log and track incidents and service requests in the helpdesk ticketing system.

Hardware and Software Support:

Install, configure, and maintain desktop computers, laptops, printers, and other peripherals. Support and troubleshoot common software applications, including operating systems and productivity suites. Support the Schools' educational technology. Patch servers and infrastructure proactively

User Account Management:

Create, modify, and delete user accounts and permissions. Reset passwords and troubleshoot account access issues.

Documentation and Knowledge Base:

Document technical solutions and procedures. Contribute to the development of knowledge base articles.

System Maintenance:

Perform routine system maintenance and updates. Assist with hardware and software inventory management.

Communication and Collaboration:

Communicate effectively with users, providing clear and concise information. Collaborate with other IT team members to resolve complex issues.

Principal Objectives:

Provide timely and effective first and second-line technical support. Resolve user issues efficiently and accurately. Maintain accurate records of incidents and service requests. Contribute to a positive user experience. Ensure that all educational technology is working correctly.

Performance Metrics:

First Contact Resolution (FCR): Percentage of incidents resolved during the initial contact. Average Resolution Time (ART): Average time taken to resolve an incident or service request. Ticket Volume: Number of tickets handled per day/week/month. Customer Satisfaction (CSAT): Measured through surveys or feedback forms. Ticket Accuracy: Correct categorization and information within the ticketing system. Adherence to SLA's: Percentage of tickets resolved within SLA. Knowledge Base Contributions: Number of articles created or updated.

The Ideal Candidate

Please refer to the below (attached) person specification.

Equal Opportunities

We are an equal opportunities employer. We therefore encourage candidates to apply irrespective of age, disability, marriage or civil partnership status, pregnancy or maternity, race, religion and belief, gender identity, sex or sexual orientation.

Safeguarding and Child Protection

Westminster School is committed to safeguarding and promoting the welfare of children. Applicants must be willing to undergo child protection screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service.


About The School

Working at Westminster

Westminster School is a busy, purposeful and vibrant place to be and an excellent workplace. The community is made up of around 750 pupils, 120 teaching staff and 108 support staff.


Our staff are friendly and welcoming, and all newcomers quickly become part of the rhythm of life here.


There is a real sense of community here as, being a boarding school many members of staff and pupils live on site and the School's premises are very much treated as a home away from home. School life starts before breakfast and continues way beyond the working day; as a result, there is always a lively atmosphere in and around School and always someone to share a tea and biscuit with in the Common Room. Support staff as much as teaching staff are encouraged to embrace the School's day-to-day activities, whether that be attending an evening concert or a morning service in the Abbey.


At Westminster we will always select the best candidate for every position. We do know, however, that we can only truly choose the best person on every occasion if a broad and diverse pool of candidates see the job advertised and are encouraged to apply.


As such, we continue to work on how our job roles are encountered, and particularly welcome applications from groups who have traditionally been underrepresented here.


Westminster School is for everyone, regardless of gender, ethnicity, sexual orientation or any other protected characteristic. We hope you are encouraged to apply.

The School

Westminster School is an independent day and boarding school for boys aged 13-18 and girls aged 16-18, with a long history, a distinctive ethos, and a unique sense of place in the very heart of London. Pupils achieve exceptional examination results and entrance to some of the top universities in the world. It is a busy, passionate and purposeful place where independent and deep thinking is enjoyed, encouraged and respected by all, and where holistic excellence is nurtured and valued.


While the School is one of the foremost centres of academic excellence in the country, its commitment to academic life does not make it a hothouse for passing examinations. Pupils' success at examinations and entry to leading universities is instead a result of their enjoyment of academic enquiry, debate and search for explanation, well beyond published syllabuses. Pupils are intellectually, socially, ethically and politically engaged and our aim is to ensure that their enthusiasm for learning is developed further, allowing them to take full advantage of the opportunities presented to them in the future. At Westminster, pupils have the freedom to lead on projects outside of the classroom and embrace a whole range of extra-curricular activities and interests. A host of pupil-led societies take place every week at the School, often with expert guest speakers, and pupils can choose to study an additional language, play an instrument or two, volunteer in local primary schools, row along the Thames, take part in plays and musicals, and much more.


The School's ethos resides in the enduring values of the liberal tradition reflected in the 1560 Charter of Westminster's Elizabethan foundation, where it is stated that: 'the youth which is growing to manhood, as tender shoots in the wood of our state, shall be liberally instructed in good books to the greater honour of the state'. Whilst academic and cultural attainments are highly prized at Westminster, the School is fully committed also to each pupil's spiritual, moral, emotional and physical development and wellbeing - with a particular emphasis on drawing out individual talent wherever it lies - and to prepare young people for fulfilled private and public lives.


From September 2028, the School will welcome both girls and boys at 13+ entry, offering a Westminster education to all. By 2026, Westminster Under School will have opened its brand new pre-prep for girls and boys at 4+ and girls will have joined boys in Years 3 and 7, at the 7+ and 11+ entry points. By 2030, all year groups at Westminster School and Westminster Under School, from ages four to 18, will be fully co-educational, reflecting the School's dedication to inclusivity and excellence.


Package Description

Required for:

as soon as possible

Location:

Deans Yard - Westminster School

Hours of work:

Mondays to Fridays on a rota basis (8am - 4pm, 9am - 5pm, or 10am - 6pm )

Contract:

full-time, temporary (12 month fixed-term contract)

Salary:

30,000 - 35,000 per annum, dependent on experience

Benefits include:

Free school meals when on-site 25 days paid holiday, as well as a discretionary Christmas shutdown period Generous School pension scheme and Free access to the School's leisure facilities, including a fitness gym (restricted hours). Cycle to Work Scheme and season ticket loans following completion of our standard probation period Private medical insurance (opt in).

The deadline for applications is midday on Monday 27th October 2025. Interviews will take place in-person shortly after the closing date.