IT Support Analyst

The IT Support Analyst will deliver prompt and effective resolutions to technical issues or queries faced by colleagues, ensuring more complex issues are escalated to senior colleagues, technicians, or third parties and that organisational and departmental policies & procedures are followed. They will provide an effective service to the organisation in its requirements for hardware configurations and asset management.

You will:

• Provide ongoing support to the Digital Services Team in resolving IT issues/tickets.
• Provide End-user technical support and maintenance (hardware and software) on all desktop systems, printers, telephones, mobiles, and other peripheral devices.
• Assist with rolling out of major software and hardware upgrades.
• Troubleshoot systems, telecoms and network problems, diagnosing and solving hardware/software faults.
• Support and Administration of the Office 365 desktop environment.
• Manage devices through the P3 device management solutions.
• Maintain the Helpdesk system, recording appropriate information for fault incident and fault reporting.
• Ensure that users and stakeholders are kept up to date on status of tickets and it is done in a timely manner.
• Determine users’ needs and work with team members to resolve issues in an efficient manner using the most appropriate medium (i.e. telephone, email, or face to face) to help people with differing technological capabilities in the most efficient way and with the user at the forefront.
• Provide training/coaching to staff as required, and to contribute to the development of any wider training programmes developed by the department, including the production of training materials and guidance resources.
• Ensure P3’s security, such as data protection and cyber security standards are always upheld.

Why work for P3:

Established in 1972, P3 is a modern, forward-thinking organisation, delivering excellent services for people facing social exclusion. Our teams work alongside people all across the UK, to enable them to create change in their own lives. We specialise in homelessness services, supported housing, services for people recovering from mental ill-health, community-based advice and support and young people’s services to name just a few. We are a ‘people first’ organisation and our mission is to work alongside people to improve lives and communities, to unlock potential and open new possibilities. We know the work we do does make a real and lasting difference and we are committed to addressing challenges that others won’t. Going the extra mile we thrive on collaboration, both internally and externally, all to ensure the best possible outcomes for the people we support.

Why, the extra perks!

• Enhanced annual leave entitlement – 27 days annual leave per year, plus bank holidays.
• Commitment to mental health and wellbeing – people are at the heart of what we do; you’ll also have access to our National Wellbeing Lead and Regional Wellbeing Champions.
• Paycare health cash plan – you can claim back costs for a wide range of everyday health expenses, including optical, dental, physiotherapy, and more, within an annual limit.
• Employee Assistance Program – access to 24/7 GP appointments, 1-1 counselling and health assessments.
• Team initiatives – this may include team away days, P3’s Big Day Out and our Annual Awards Ceremony.
• Discounts – access to Paycare Perks and Tickets for Good.
• Personal development opportunities – including mentoring, training, secondments, job shadowing, and more.
• Enhanced sickness pay – based on your length of service.
• Environmental Impact - For every person we recruit, we plant a tree in our Treeapp forest.

At P3, we’ve built a culture where kindness and compassion flourishes through collaboration with people from varied backgrounds. As an equal opportunity employer, we celebrate diversity and welcome applications from people of all backgrounds and experiences. Join our brilliant team, where we’re dedicated to delivering the highest quality support for the people we work alongside.