Job Title: IT Support Officer 

Reports to: Head of IT 

Location: London, Victoria (1 day WFH)

This is an exciting opportunity for someone passionate and motivated to work for an organisation that is driven by a strong sense of purpose, an enthusiasm for Philanthropy and the desire to make a lasting impact in society.  

You would be working on the IT Help Desk providing first line support across the whole organisation, which is made up of 17 trusts with various departments in multiple locations, including the UK and East Africa, and composed of over 100 staff.

You will be monitoring incoming calls and working with the Help Desk Manager to ensure calls are completed in a timely and satisfactory manner. 

You will also be responsible for the maintenance and upkeep of hardware used across the London office, and sourcing and purchasing replacement equipment as appropriate.  

Additionally, you will be providing user training as required on all Office 365 software as well as core systems, such as Microsoft Dynamics. 

Primary Tasks and Responsibilities: 

Support Management & Oversight 

• First line support for any software & hardware issues submitted by staff via email, remotely, by phone & in person 

• Support and Administration of Office 365 tenant; Creating new users, installing & troubleshooting 365 software including Office 2016, Teams, SharePoint and OneDrive 

• Supporting staff in use of Microsoft Dynamics 

• Supporting & training staff to use Audio Visual equipment 

Device Management 

• Setup of new hardware for staff (PCs, laptops, tablets, phones, peripherals) 

• Maintenance of SFCT-bought hardware (laptops/desktops/tablets) used by staff both onsite and remotely. 

 Shared Tasks and Responsibilities:  

Communications & Training 

• Maintenance and update of IT Portal on SharePoint 

• Updating the all staff Intranet as required on relevant IT matters 

• Creation of training materials, such as short ‘how-to’ tutorial videos, written guidance and procedures 

Development - Websites & Intranet 

• Maintaining Trust websites based on the WordPress platform  

• Developing and maintaining internal processes built using 365 tools such as Power Automate and Power Apps 

Financial Administration 

• Credit card reconciliation; monitoring departmental credit card usage and delivering balanced reports to Finance team  

• Processing financial transactions for IT Equipment

• Shared responsibility for the maintenance/repair of IT equipment used in-house, most specifically laptops and tablets 

• Reconciling purchases made on IT department credit card, ensuring charges to Trusts are accurately coded to Trust budgets 

  Information Resources

• Shared responsibility for overseeing documentation on all office systems; ensuring it is up to date and available via different platforms. 

• Shared responsibility for ensuring personal file access requests comply with underlying departmental and organisational data security model. 

PERSON SPECIFICATION  

Experience  

• At least 1 year of general IT/technology work experience in a support giving capacity, or a relevant educational background

• At least 2 years’ experience and strong knowledge of the Office suite, and proven experience of at least one, preferably two, of the following: SharePoint, Dynamics, PowerApps, Power Automate 

• Experience of working in a customer facing environment, be it paid or voluntary. 

Skills and Abilities   

• Strong written and verbal communication skills; the ability to communicate potentially complex IT news and strategies to a broad audience, the ability to represent the IT department to other parts of the business. 

• Personally effective, with the ability to build good working relationships with team, staff and suppliers. 

• Strong customer service ethic, taking pride in providing help that is both efficient and friendly, as well as of a high technical ability. 

• Ability to manage competing priorities, deal with a demanding workload and deliver outcomes within a defined timescale.  

Knowledge and Education/Training

• Professional qualification (computer science or related subject would be preferable but not essential) or relevant work experience indicating a non-beginner level of technical aptitude. 

• Knowledge and user experience of the Office 365 platform. Experience with PowerShell and/or Wordpress is beneficial.

• Preferably has worked or volunteered in a service environment displaying strong customer service. 

Personal Attributes and Other Requirements

• Works well in a team with a flexible approach to work 

• Enjoys working with a wide range of personalities

• Active and self-led learner  

• Able to work some evenings, weekend and out-of-hours from time to time. 

• Commitment to anti-discriminatory practice and equal opportunities. An ability to apply awareness of diversity issues to all areas of work.  

  Our benefits:

• Generous pension scheme (12% employer contribution) with opportunity for personal contribution

• Pensions advice and speciality retirement planning

• Life Assurance, critical Illness cover, income protection scheme and will writing assistance

• Cycle to work scheme

• Season ticket loan

• Long service awards and increasing annual leave entitlement

• Private health and medical care, including annual medical checkups

• Employer Assistance Programme (EAP) which includes 24/7 GP appointments, counselling sessions, financial and legal advice, second medical opinion and well-being resources.

• Learning & Development opportunities, including Management Programme recognised by the CMI and Coaching Opportunities

• 6 paid volunteer days per year

• Office closure over Christmas holiday period

• Away days and many social events throughout the year

And many more.