Closing Date: 28 July 2025 Ref 7128 Save the Children UK has an exciting opportunity for a dedicated individual with extensive IT support experience to join us as our 2nd Line Analyst, where you will work with end users and cross-functional teams to deliver outstanding, user-focused technical support and ensure IT systems operate effectively to support the organisation's mission. About Us Save the Children UK believes every child deserves a future. In the UK and around the world, we work every day to give children a healthy start in life, the opportunity to learn, and protection from harm. When crisis strikes, and children are most vulnerable, we are always among the first to respond and the last to leave. We ensure children's unique needs are met and their voices are heard. We deliver lasting results for millions of children, including those hardest to reach. About the Role As 2nd Line Analyst, you will act as a key face of the Digital, Data and Technology (DDaT) team, delivering proactive technical support to our users, primarily in person at our UK offices. You'll ensure services and systems are fully functional, troubleshoot complex issues, and support the wider delivery of reliable and secure digital services. You will work closely with the Service Desk, Operations, and Development teams, using ITIL methodologies and user-centric thinking to manage incidents, requests, and problems with professionalism and care. In this role, you will: • Provide timely and effective 2nd line technical support for hardware, software, and mobile devices, prioritising requests and managing conflicts as needed. • Troubleshoot and resolve issues across multiple platforms including Windows, macOS, and Linux, as well as enterprise applications such as Microsoft 365. • Maintain, configure and install end-user devices, peripherals, and related systems, ensuring smooth onboarding and offboarding processes. • Manage IT assets and maintain accurate hardware/software inventory documentation, supporting audits and lifecycle management. • Work closely with internal stakeholders and external suppliers to resolve incidents and ensure service continuity. • Help promote user awareness and understanding of DDaT services, supporting training and documentation alongside the IT Trainer. About You To be successful, it is important that you have: • Significant experience providing 1st and/or 2nd line technical support in an ITIL environment. • Strong diagnostic and troubleshooting skills across hardware, operating systems (Windows/macOS), and enterprise applications. • Working knowledge of tools such as SCCM, Intune, and Microsoft 365, and familiarity with networking fundamentals (IP/DNS/DHCP/VPN). • Excellent communication and interpersonal skills, with a customer-focused mindset and ability to explain technical concepts to non-technical users. • Experience managing IT assets and contributing to service documentation and improvements. • Commitment to Save the Children's vision, mission and values. What we offer you: Working for a charity provides one of the best benefits there is – a sense of purpose and reward for helping others. However, we understand the importance of giving back to our employees to ensure a happy and healthy working environment and work/life balance. • We focus on flexibility, inclusion, collaboration, health and wellbeing both in and outside of work. • We provide a wide range of benefits which will reward your hard work, motivate you, and inspire you to work to improve the lives of children every day. Please note: To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately once a vacancy has closed, we are unable to consider further applications. Ways of Working: On-site – This role will be based at our office in London (Farringdon) but you may occasionally be able to work from home. Please note: travel costs to your contracted office will be at your own expense. Flexible Working - We are happy to discuss flexible working options at interview. Commitment to Diversity & Inclusion: Save the Children UK believes in a world that is fair, inclusive and equitable where all children have the opportunity to change their world. We apply this to our workforce and we are committed to developing and supporting a diverse, equitable, and inclusive organisation where all employees have a sense of belonging and feel that they can be "Free to Be Me". We are not looking for just one type of person - we want to recruit people who can add fresh perspectives, innovative ideas or challenge that disrupts the risk of group think. We are especially interested in people whose childhood experiences - of life on a low income, of migration, of being in a racialised community, of the care system, of being LGBT+ or in an LGBT+ family or living with (or with someone with) a disability - help us to see things we might otherwise miss. Whatever your story is we want to hear it because we know that different voices, ideas, perspectives and knowledge, working together will enable us to better the lives of children around the world. This is the reason why we are all here.