First Line Support Officer

First Line Support Officer Salary: £25,000-27,000 (FTE) Contract Type: Permanent, Term Time Only (Optional) Start Date: As soon as possible Closing Date: 27 October 2026 Job Description: We are looking for a friendly, confident and enthusiastic First Line Support Officer to join our Service Desk team. Keystone MIS provides specialist support and advice to schools and academy trusts, helping school staff with Arbor or Bromcom queries so they can get the most out of the systems they rely upon every day. As a First Line Support Officer, you will often be the first person a customer speaks to when they need help. This means that excellent customer service is every bit as important as technical knowledge. Your Responsibilities: Answering incoming telephone calls and providing a friendly, professional first point of contact for our customers. Listening carefully to customers and asking relevant questions to fully understand their query or problem, before accurately recording on our Service Desk system. Taking ownership of first-line support queries and resolving them at the initial point of contact wherever possible or working in collaboration with other team members on queries. Help to investigate problems using available guidance, internal resources, previous cases and your own initiative to identify potential solutions. Being able to provide remote first line support to customers, including demonstrating processes and coaching customers through everyday Arbor or Bromcom tasks. Following up outstanding queries and keeping customers informed of progress. Developing your knowledge of the MIS products and services supported by Keystone and keeping up to date with relevant DfE guidance, statutory processes and changes affecting schools. Taking part in training and development to continually improve your technical knowledge and customer service skills. You should be someone who: Is confident and comfortable speaking to customers on the telephone. Has excellent communication and interpersonal skills and can listen carefully. Is patient and able to explain things clearly to people. Has a natural curiosity and enjoys finding out how and why something works and is willing to investigate problems and possible solutions. Can accurately record information, be organised and able to manage their time well. Is comfortable with basic computer skills and able to learn new software relatively quickly. Works well as part of a small team and has a positive attitude towards learning and developing new skills. Desirable Experience: Working in a school or education environment. Working on a helpdesk, or customer supporting role. Providing telephone-based customer service \ reception type duties. Using a school Management Information System (MIS). Delivering coaching\training or explaining specific software functions or guidance to other people. About Keystone MIS: Keystone MIS is an independent provider of Management Information System support and services to schools and academy trusts. We support over 280 schools in 19 different counties across England and have gained a respected reputation as a leading support service for over 15 years. We pride ourselves on building long-term relationships with our schools and providing friendly, practical and straightforward support from our team of experts. Interviews : To be confirmed