IT Support Analyst

Our Charity

P3 is a modern, forward-thinking organisation, delivering excellent services for people who face social exclusion. Our values are that we innovate in our work. We're different, creative and like to think of new solutions. We are helpful in everything that we do. We're always friendly and approachable. We are passionate about people. We believe that what we do can make a real and lasting difference. We are determined to tackle problems that others won't. We always go the extra mile and work with dedication and commitment. We work together internally and externally to ensure the best outcomes for the people we support.

The Role

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 P3s security, such as data protection and cyber security standards are always upheld.

What We Offer

• 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, P3s 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.
• Earning Potential optional overtime and refer a friend bonus scheme.
• Additional equipment provision some employees may be provided with additional equipment including workwear, tools and use of a company van or car.

Please note P3 reserve the right to close this advert earlier than the stated closing date. P3 is an equal opportunities employer and is committed to combating all forms of discrimination.