EC3N, London

£24,480 per year

Permanent, Full-time

Job Description

Dementia UK’s Admiral Nurses provide the specialist dementia support that families need. Admiral Nurses offer specialist one-to-one support to anyone affected by dementia. We work together with families and other dementia services, using our experience and expertise to foresee and avoid crisis, and upskill others in the care pathway.

Our Information Services team plays an integral part in driving a rapidly expanding Dementia UK forward, from supplying equipment and managing our internal support function to leading on digital strategy. Our vision is to create a ‘Digital DUK’ to transform business processes with technology, harness the power of the organisation’s data to create real insight and use innovation to support our Admiral Nurses in an ever changing technological landscape.

We must keep the critical IT Infrastructure running and ensure that our staff have a positive experience when using technology. The First Line Support Officer will support multiple systems under the supervision and guidance of the Senior Systems Administrator and develop and maintain excellent relationships with users.

Key Responsibilities

  • Maintaining ICT support documentation on SharePoint

  • Troubleshooting issues logged by users using an online service desk platform.

  • Assist in ensuring that any assigned development is properly versioned, adhering to change control and testing procedures at all times

  • Assist the Senior Systems Administrator with infrastructure maintenance tasks, identify issues and implement network level solutions

  • Help to document new processes and procedures

  • Front line call resolution for all IT related issues and provide remote support where needed

  • Prioritisation of workload ensuring that problems and service requests are managed through to resolution within agreed service levels.

  • Ensure all support calls within the call logging system follow good process and procedures

  • Identifying recurring problems / call types and suggesting problem management processes to resolve

  • Deliver outstanding customer service to all IT users

  • Support and administration of Windows Active Directory and Exchange environments

  • Perform miscellaneous job-related duties as assigned by your manager

Interview dates: 13th and 14th May

Please note only applications including a CV and covering letter will be considered.