It 1St Line Support Analyst

What would we like…?

Are you interested in supporting an efficient and effective IT service to all staff?
We're looking for someone with  excellent customer service experience and experience in problem-solving IT issues, whether personal IT issues or previous work experience, to join the team as a IT Support Analyst on a permanent basis.
The IT Support Analyst will be responsible for providing Ambition Institute staff with IT support on issues and questions. You will be part of the organisations helpdesk who focus on triaging IT issues, ensuring staff have the right equipment to do their job and administrating the asset registers to reflect the true picture of our assets in the organisation.

We would like you to:

• Provide first line hardware & infrastructure IT support to users across our organisation on tickets raised for any systems
• Work with the Senior Associate to resolve tickets in your queue within the KPI set by the team
• Work with the Senior Associate to manage all technology and systems equipment across our organisation ensuring staff have suitable working laptops and agile equipment
• Action all IT requirements for new starters and leavers efficiently
   

Working in a hybrid way, you’ll be attached to our London office and will report to the IT Operations Manager.  In line with the teams current ways of working, you’ll be expected to be in the office at least 1-2 days a week to support with asset management, in addition to team days and this may be reviewed by Ambition. Occasionally you'll also be expected to travel to our regional offices in Birmingham and Manchester.  

Skills, Knowledge and Experience

To succeed in this role you must be a problem solver and have excellent customer service attributes to ensure that the IT service we provide our staff is excellent. It is essential that you are able to clearly explain procedures and processes and have the ability to build relationships internally and externally. 
Key to this role is a real passion for technology and a willingness to learn and develop in the role. Our ideal candidate will be able to evidence using their own initiative and managing multiple, competing demands.
Whilst experience of developing a consistent, complementary suite of training across different applications would be beneficial it is not essential to applying for this role and there will be opportunity for development and training in this area. 
If this has sparked some interest we welcome an application from you. 

What’s in it for you….?

• Competitive annual salary
• Professional development for all staff
• 25 days’ annual leave, plus bank holidays and 'winter shut down’ at the end of December/beginning of January
• Employer pension contribution of 11%
• Agile, hybrid working culture, so you can manage when and where you work
• Staff affinity networks that help keep equality, diversity and inclusion at the heart of our work
• Blind recruitment process to ensure equality and fairness in our hiring
• Enhanced maternity pay after a year’s service
• Shared parental leave package
• Access to free, confidential 24/7 wellbeing and support line
• Comfortable and collaborative workspaces in the city centres of Manchester, Birmingham and London
• Work-from-home technology package to support hybrid working
• Interest free season ticket / bike loans

About you

We don’t expect the person we hire to have all of the following, but this should give you a sense of what would enable you to thrive in this role and in our organisation:

You should apply for this role if:

• You care deeply about educational disadvantage and being part of an organisation that challenges inequality
• You have a good work ethic and strive to make a difference in the job you do
• You always give maximum effort to understand and meet the needs of our partners and participants
• You always have a great attitude so we “can do” for all our colleagues, partners and participants
• You are open to feedback and learning because we want to keep getting better
• You work with your initiative to bring new ideas and a fresh perspective
• You are well organised and can prioritise work that will have the greatest impact

You'll love working at Ambition if…

• You want a career with a person-centred organisation with a cause at its heart.
• You have a collaborative work ethos, bring warmth and good humour to work and constructive outlook to every situation
• You enjoy working in a fast-moving workplace, with a great support structure around you
• You would like to grow with an ambitious organisation as it progresses over time
• Want flexibility in how you work – splitting your time between one of our offices and remote working and managing your own working patterns to get the job done.

How to apply…

Applications will be considered for London only.
All applications must be received by the closing date 23:59 on 28 June 2024.
Equality and diversity matters to us. If you think you’d be suited to one of our roles we’d love to hear from you regardless of age, disability status, ethnicity, gender, religion or sexuality. 

Our mission needs the best people for the job, which is why we use sift questions to assess candidates’ genuine knowledge and skills. Sift questions are an opportunity for you to show us how you would do the job you are applying for, so please avoid using AI function tools (i.e. ChatGPT or other generative AI tools). We want to evaluate your response, so those found to use content taken from AI tools will have scores adjusted down.
We are committed to the safeguarding of children and the most vulnerable in our society and, as such, we are unable to employ individuals with relevant convictions, including the following: a conviction for an offence involving violence or dishonesty, of a sexual nature or against minors, or for any other offence that is relevant to the nature of the services provided by our organisation.

As an employer, we have a responsibility to prevent illegal working in the UK by ensuring that our employees have the right to work in the UK. Therefore, as part of the recruitment process to verify your eligibility you will be required to produce relevant documentation.