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Top job
Access Social Care, Remote
£28,000 per annum
We are seeking a committed and customer focused Helpdesk Analyst to join our IT team.
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£28,000 per annum

Using Anonymous Recruitment

This organisation is using Anonymous Recruitment to reduce bias in the first stages of the hiring process. Our system keeps your personal information hidden until the recruiter contacts you.

Job description

Why Access Social Care Exists 

Everyday millions of older and disabled people are denied the social care they need. Most local authorities can’t meet the growing demand for care, none are confident they can meet their legal duties in the future. This affects all of us, we will all need social care at some point. 

We all have a right to hold public bodies to account. But most of us cannot afford lawyers so rely on legal aid. The 77% drop in community care legal aid cases since 2010 means we have nowhere to turn. Without access to justice, our rights do not exist. The rule of law is broken. 

About the role

This is an exciting time to join ASC. We have a new strategy and are growing quickly. We have more than doubled in size and income since we started operating in April 2020 and we anticipate that this strong growth will continue going forward. We are dedicated to the people who need our help, but we also care deeply about our team and we think that work should be an exciting and satisfying place to be.

We are seeking a committed and customer focused Helpdesk Analyst to join our IT team. You will have a passion for technology and a proactive approach to problem solving. Your role will involve diagnosing and troubleshooting hardware, software and network issues. You will also advocate for the use of both current and emergent technologies, as well as facilitating the training of our team to effectively utilise these tools.


  • Provide first-line support to users by responding to helpdesk queries via phone, email, or in person.
  • Diagnose and troubleshoot technical issues related to hardware, software, and network systems.
  • Manage our IT Ticketing systems in Monday 
  • Escalate complex problems to the appropriate IT support teams, both internally and externally.
  • Maintain accurate records of helpdesk interactions, resolutions, and follow-up actions.
  • Install, configure, and upgrade computer hardware and software as needed.
  • Collaborate with team members to enhance IT systems and processes.
  • Contribute to the development of user guides and knowledge base articles.
  • Collaborate with the business support team to streamline IT hardware procurement processes and co-develop better working practices, maintain an equipment log, manage the refreshment of returned laptops, and oversee telephone service, reviewing contracts for efficiency and fit.
  • Assist with helping to codesign the on/off boarding of new/leaving members of staff and help manage the resulting tasks including data protection actions.
  • Assist with new software rollouts in both their configuration and in staff training.
  • Help introduce new digital tools within the organisation and improve adoption and usage. This will involve matching needs and running pilots, change and embedding processes.
  • Work with external providers to ensure a high quality of service is maintained in the organisation.
  • Create and manage a set of standard guidelines for using our digital tools effectively, and devise ways to promote their use. Additionally, manage the training programme that support these tools adoption.
  • Support the CTO as required in any duties which you could be reasonably expected to perform in line with this job description.

This list of tasks is not exhaustive and will be reviewed from time to time in discussion with the post holder.

For the full Job Spec please see Job Pack

How to apply   

We hope that having read this far; you still want to apply!    

Please ensure that your CV and supporting statement do not include your name – use initials only. This will ensure that we avoid unconscious bias in our shortlisting process. To apply, please provide the following documents:  

· An up-to-date CV 

· A completed diversity monitoring form  - found in Job Pack attached

· A supporting statement of no more than three pages, addressing: 

· The essential requirements of the person specification 

Please ensure you have the right to work in the UK before expressing your interest in this role. We are sorry that we cannot consider applications from candidates who do not have the right to work in the UK. 

We only reach out to candidates who have been shortlisted. If you do not receive communication from us within two weeks following the application deadline, please consider that we will not be moving forward with your application.

Timeline for the recruitment process  

Closing date: 23:30pm on 30th June 2024

Interview and assessments: Tuesday 9th July 2024

Please ensure you keep these dates free.  

At Access Social care, we aren’t interested in tokenism. We know that if we are to make the biggest difference for the people that need us the most, we need to get Equality, Diversity and Inclusion and anti-racism right. Part of this is recruiting greater diversity in all our teams.

With this in mind, we particularly welcome applications from candidates with experience of the communities we serve, including people with direct experience of the social care system, and from marginalised groups, particularly Black, Asian and minority ethnic groups, older and disabled people, and trans and non-binary people.  

Application resources
Posted by
Access Social Care View profile Company size Size: 21 - 50
Posted on: 17 June 2024
Closing date: 30 June 2024 at 23:30
Tags: IT,Digital

The client requests no contact from agencies or media sales.