Second Line Support Technician

Job title: Second Line Support Technician
Department: IT
Location: Hybrid working – Minimum 3 days a week in our office in Aldgate, London.
Hours of Work: 37.5 hours per week
Contract: Permanent, full-time
Salary: £35,000 – £37,500 per annum
Closing date: Wednesday 15th May 2024 at 10.00am

Annual Leave: 33 days (plus eight bank holidays)

Benefits:

• Enhanced maternity, paternity, adoption, and shared parental pay
• Family friendly policies
• 8% employer pension contribution (Aviva) or opportunity to continue NHS Pension
• Free health cashback plan (Medicash) employee cover plus up to four dependent children)
• 24/7 virtual GP access (UK registered), plus access to Best Doctors
• Free confidential employee assistance programme (Health Assured)
• Access to wellbeing app (healthy living tips and Bright TV )
• Flexible working options; including hybrid working, flexible working patterns such as part-time, compressed hours and more*
• Learning and development committed (bespoke training, LinkedIn Learning etc.)
• Employee health and wellbeing committed (menopause friendly, disability confident employer etc.)

Background:

Every three minutes someone in the UK develops dementia; a progressive and complex condition that can be devastating for the whole family. One in two of us will be affected by dementia in our lifetime – either by caring for someone with the condition, developing it ourselves, or both.

Dementia UK is the specialist dementia nursing charity that is there for the whole family. Our specialist nurses, known as Admiral Nurses, provide free, expert advice, support and understanding to help families care for their loved one. Every day, Admiral Nurses help families up and down the country to have the best life possible for as long as possible.

Purpose of the job/About the role

Join Dementia UK as a Second Line Support Technician and play an integral part in driving a rapidly expanding organisation forward, from supplying equipment and managing our internal support function to leading on digital strategy.

In this role, you’ll ensure that Dementia UK staff receive timely support for their IT questions, queries, and issues, delivering an exceptional user experience while maintaining a vigilant eye on cyber security to safeguard our organisation against potential harm.

You’ll collaborate closely with first, second, and third-line Support Technicians, alongside the Service Desk Manager and external suppliers, to provide support to over 250 users. Your responsibilities will include maintaining and monitoring IT systems, including remote working solutions, swiftly resolving technical issues, and administering standard service requests, providing exceptional customer service to our internal staff. The seamless operation of our IT service is pivotal in our mission to extend support to more families affected by dementia.

The preferred candidate should hold an ITIL Foundation certification and possess a CompTIA or equivalent qualification in server management. Previous experience with a Service Desk platform is essential, ideally in a first or second-line technical support capacity. A strong command of digital tools is required, including an advanced understanding of Microsoft 365 administration and applications. Additionally, experience in setting up and managing hardware assets within an organisation, preferably using InTune, would be advantageous.

If this sounds like you, join us in making a difference in the lives of those affected by dementia

Our Culture

In addition to a competitive salary and a generous benefits package, we truly value our people. It’s important for us to create a working environment that looks after our workforce to achieve their full potential. You will become part of a diverse and dedicated team who are supported to use and develop their skills. We recognise and value the key role you will play in delivering our strategic plans for the benefit of those living with dementia.

Our staff have a voice. Representatives from different roles and levels across the organisation positively contribute and lead on our working groups around health and wellbeing, menopause, and equality, diversity and inclusion.

Dementia UK is proud to welcome everyone, we aim for a truly inclusive culture with talented, diverse teams that represent a variety of backgrounds, perspectives, and skills. We celebrate differences and individuality and encourage everyone to join us and be their whole selves always.

Dementia UK is a Disability Confident Employer. If you’d like support to make an application or to tell us you’re applying under the Disability Confident Scheme, contact recruitment@dementiauk.org.

How to apply:

Review the full job description and please send your CV and supporting statement to recruitment@dementiauk.org

*Please note that any decision on flexible working is based on business needs

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