IT Support Specialist – Client Support

About People’s Partnership:

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing:

A fundamental role to the success of the IT Services team delivery strategy, supporting the internal customer use of IT hardware and software including AV systems. Performing 1st and 2nd line support duties to assist the IT Service team with day-to-day service desk requests to provide an effective IT support service that meets the needs of People’s Partnership employees and group activities. Aiding in creating workflows and practices to continually improve the IT Services teams’ support offering. Guidance and knowledge sharing to other IT team members. Assist in the development, implementation, and enforcement of IT policies. Actively contributing to the achievement of the IT departments’ objectives. Applying a Treating Customers Fairly (TCF) culture and principles within areas of responsibility.

• Support the Head of IT Services to deliver a 1st class service offering to internal customers
• Apply and uphold a strong service delivery ethos ensuring that it surpasses the customer’s expectations
• Perform 1st and 2nd line service desk support duties for all People’s Partnership hardware, software, and AV systems
• Serve as a primary point of contact for technology support requests
• Analyse and define user problems and coordinate with users to identify problems for the purpose of creating reliable technology solutions that increase employee productivity
• Preparing cases for escalation to 3rd line support team whilst maintaining the relationship with the customer until issue is closed
• Creating a knowledge base by recording the details and solutions of cases for future reference, and ensuring customer records are kept up to date
• Recommend technical developments and software to enhance/improve the operational capability of IT systems.

What we’re looking for:

• Previously worked in a dynamic IT Service Desk environment following ITIL best practice.
• Proven experience with dealing directly with customers, and providing a high level of service support
• Excellent communication skills
• Strong problem solving & analytical skills

What you can expect from us:

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Grab & Go Deli Café in our Crawley office
• Volunteering days and charity payroll giving
• Onsite gym
• Ride-to-Work scheme
• Social clubs and events

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.