IT 2nd Line Support Analyst

As the UK’s leading dementia research charity, we’re determined to stop this from becoming a reality. We’re working to revolutionise the way we treat, diagnose and prevent dementia. But we will not stop there. With your support, we will keep going until every person is free from the heartbreak of dementia. We exist for a cure.

The IT 2nd Line Support Analyst will play a key role in supporting the IT strategy and operational plans which supports the charity’s vision, mission and objectives. 

This role will be responsible for ensuring that IT services are successfully delivered across the charity by providing 2nd line technical support, completing system upgrades and onboarding new employees. In addition, this role will give the opportunity to support a wide range of technologies as well as work on key projects.

Main duties and responsibilities of the role:

Point of escalation, comprehensive troubleshooting, provide guidance to 1st Line Support

·         Complete comprehensive troubleshooting of escalated tickets raised with the IT Team

·         Document troubleshooting steps and progress and/or call closure details within the ticketing system

·         Work on tickets based on priority

·         Feedback to wider team on ticket trends or common issues occurring

·         Provide guidance and support to assist and develop 1st Line Support

·         Providing 1st and 2nd line support - troubleshooting of IT related Hardware and Software issues

·         Building and configuring Laptops and mobile devices

·         Active Directory administration including creating user accounts, resetting passwords, creating groups etc.

·         Microsoft 365 admin centre administration (Exchange, SharePoint, OneDrive and Teams)

·         Administering and supporting telephony systems

·         Liaising with 3rd Party vendors for ticket resolution

IT inductions and employee onboarding

·         Perform IT Inductions for new employees

·         Process new starter tickets as per the new starter process.

·         Complete setup of new starter hardware, software and user account

·         Complete desk setup for office-based employees

General

·         Assist other members of the IT department in ticket completion and project related tasks

·         Maintain IT hardware and software inventory systems

·         Assist ARUK employees to adhere to IT policies and Security guidelines

·         Fulfil requirements of the Leaver Process

What we are looking for:

·         Relevant formal qualifications or relevant experience

·         Extensive knowledge and proven experience of: Troubleshooting, Windows operating systems, Microsoft Office 365, IT support principles, Active Directory, Providing 2nd Line IT support

·         Knowledge and proven experience of: Telephony systems, Mobile Device Management, Remote and onsite IT support

·         Demonstrates leadership skills with both practical and short/long term vision; ability to build relationships; strong team player.

·         Excellent communicator – able to build rapport and demonstrate influencing and negotiation skills; excellent listening skills - receptive to feedback and demonstrates flexibility, curiosity and an ability to learn

·         Ability to explain complex IT information to all stakeholders

·         Has a “can-do” attitude and is committed to delivering results and strives for continuous improvement

·         A blend of logical and analytical thinking; innovative personality; able to see the bigger picture

·         Strong ethical standards and a high level of personal integrity

Additional Information:

Ways of working: As part of our Agile ways of working you will be required to work approximately 2 days a week from the office, which is subject to the requirements of the role and the business needs. Flexibility on where you work can be split between working from home and our office.

Roles that are classed as part of the Agile ways of working are not able to claim any costs for Mileage/Travel on Public Transport, Accommodation and/or Meals.  This includes when attending the office for various meetings/events.

Our Office: Our office is at 3 Riverside, Granta Park, Great Abington, Cambridge, CB21 6AD. 

Salary: Circa £30,000 per annum, plus benefits

Please download the Vacancy Pack on our website for more information.

The closing date for applications is the 5th January 2025, with interviews likely to be held week commencing the 13th January 2025. Please indicate in your covering letter if you are unable to attend an interview on a certain date. We would encourage you to submit your application at the earliest opportunity, as on occasion we may have to bring forward the interview date and/or the closing date based on the needs of the business. Although a possibility, this will only happen in exceptional circumstances. Please indicate in your covering letter if you are unable to attend an interview on a certain date.

We value diversity and are committed to creating an inclusive culture where everyone can be themselves and reach their full potential.  We actively encourage applications from people of all backgrounds and cultures, in particular those from ethnic minority backgrounds who are currently under-represented.  Any offer of employment is however subject to you having the right to work in the UK.

As part of our commitment to being an inclusive employer and ensuring fairness and consistency in our selection process, we will handle your CV and application with the utmost confidentiality. While we strive to anonymise your CV where possible, there are certain sections, such as the application question, that cannot be fully anonymised. We kindly ask that you remove any personal information, including your name, when answering the application question. The hiring panel will not have access to your personal details, such as your name and address, until you are invited for an interview. Should you require any adjustments at either the application or interview stage, please contact us via our website.

How to apply: Please create an online account using our Online Recruitment Platform which can be accessed through our Job Vacancies page. You will be able to attach your CV to your application and track the status of your application.

About Alzheimer’s Research UK: Alzheimer's Research UK is the UK's leading dementia research charity. Our mission is to accelerate progress towards a cure.  Today 1 in 2 people will be impacted by dementia, either through caring for a loved one, developing it themselves or tragically both. But there is hope. 

There has never been a more important and exciting time in dementia research. With promising new drugs in clinical trials that slow the progression of the diseases that cause it, and revolutionary new ways to diagnose them on the horizon, we are now at a tipping point. Working with the smartest minds globally and across the UK, with industry and academia, Alzheimer’s Research UK is uniquely placed to invest in the very best research identifying barriers to a cure and knocking them down so that there are more and better treatments for everyone with dementia. For the first time in history, we can see a future where people with dementia can get a swift and accurate diagnosis, and effective treatments that could slow or even stop their disease. We stand for everyone affected by dementia. We stand for a cure. 

In 2024, we were incredibly proud to be awarded a 3-star accreditation by Best Companies which recognises ‘World Class’ levels of workplace engagement. This is the second consecutive time; we have been awarded a Best Companies 3-star accreditation.

We were also listed in the prestigious Best Companies lists:

·         18th in the 100 Best Large Companies to Work For in the UK.

·         10th in the 50 Best Companies to Work For in the East of England.

·         2nd in the 30 Best Companies to Work For in the Charity Sector.

In addition, we were also shortlisted for a special award recognising the work undertaken on reducing our environmental impact.

In 2021, we were awarded the HR Management award by The Charity Times for our Wellbeing initiatives throughout the pandemic.

In 2020, we demonstrated our commitment to changing the way we think and act about mental health in the workplace and signed the Time to Change Employer Pledge. 

ARUK really does look after its people, where you will be able to add value and make a difference. 

To view further details about working for us and the benefits we offer, please visit Alzheimer’s Research UK