IT Support Technician (London)

Job Description

Full time – Permanent

Salary - £31,914

Office based a minimum of 3 days each week (working from home options for additional days are subject to Line Manager agreement)

Closing date for applications: Thursday 1st May 2025

Interviews will take place online via video conference and in person - week commencing 5th May 2025

About Us

Founded in 1997, GamCare is one of the leading providers of information, advice and support for anyone affected by gambling harms. It operates the National Gambling Helpline, delivers free treatment services across multiple regions in Great Britain, and raises awareness about gambling harms through a variety of prevention-based programmes.

The Role

This role is an excellent opportunity for someone who is looking to progress their career in IT, having a good knowledge of a working Helpdesk already. At GamCare we are recruiting an IT Support Technician which is ideal for someone with a keen interest in modern technologies and is a confident communicator with an excellent deskside manner. The ideal candidate will have a can-do attitude and enjoy working collaboratively as a part of a small, established support team.

The IT Support Technician is a pivotal role where you will be providing direct support to internal staff while responding to all logged incidents and requests. On-the-job training for internal processes will be provided by GamCare’s IT Operations Manager.

About You

As the successful candidate you’ll work as part of a team, you need to proactively complete tasks and small projects, gather information, respond to all technical queries, work with internal and external stakeholders, use initiative to take action and make decisions within your agreed limits of responsibility, identify and implement improvements to respond to the changing demands of GamCare.

With demonstrable experience of supporting multiple stakeholders in a dynamic organisation you will continue to hone your skills in operational support and administration. You will have the knowledge to update spreadsheets, populate reports plus collate and report trends to your team and the wider user base.

Key Responsibilities

• Working with the IT Operations Manager to ensure regular/weekly checks are completed relating to: IT Security; Starters, Movers & Leavers; Software Licenses; Hardware Stock Levels.
• To ensure all new GamCare employees are inducted (IT) to the required level of excellence, and each employee has all the physical tools and relevant data access they require to complete their roles to a high standard, from day one.
• To assist with projects large and small as relates to hardware, software, and telephony services.
• Upkeep of office IT and audio-visual equipment, including regular testing and maintenance, where required.
• Input and upkeep of the GamCare IT Service Catalogue and knowledge base, documenting all processes and tasks.
• Ensuring the minimum downtime of systems by supporting the enforcement of supplier service-level agreements (SLAs) and speed of response appropriate to the degree of priority/urgency.
• Day to day liaison between GamCare staff and third-party IT service providers.
• Supporting IT risk management and threat assessment.
• Reporting current trends of incoming IT incidents.

Benefits You Can Enjoy

• 33 days basic annual leave entitlement per annum (pro-rated for part-time colleagues) including bank holidays which increases with service.
• A generous Pension Scheme - we contribute 6% and you contribute 2%.
• Discretionary company sick pay from day one of service.
• Employee Assistance Programme – 24-hour support.

GamCare are committed to offering the best support to people affected by gambling harms, as such we welcome applications from candidates with lived experience. GamCare is an equal opportunities employer and doesn’t discriminate based on race, religion, gender, age, sexuality, gender identification, or physical ability. We are only able to facilitate visa sponsorship in very limited circumstances, so candidates outside of the UK or who don’t have the right to work in the UK need not apply.

For any further information on the role or if you require any reasonable adjustments at any stage of the application or recruitment process, please contact recruitment@gamcare.org.uk and the team will be happy to help.