Mencap
Help Desk Analyst - IT Service Desk
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Digital Support Technician
Do you want to use your technical skills in a role where being kind, inclusive and positive really matters - supporting colleagues with fast, effective solutions so they can empower people with a learning disability to live the life they choose?
Digital, Data & Technology (DDaT) enables Mencap to deliver safe, reliable and effective services for people with a learning disability. Colleagues across the organisation rely on digital technology to access systems, communicate with each other and support the delivery of services.
The Help Desk Squad provides frontline technology support to colleagues across Mencap. The team acts as the primary point of contact for technology issues and service requests and plays a critical role in ensuring colleagues receive reliable and responsive digital support.
This is a hybrid role requiring a minimum of three days per week onsite at our Peterborough office. The role may also require ad-hoc travel to other Mencap locations to provide in-person IT support where necessary.
What will you do
In this role, you will be at the frontline of digital support, providing first-line technical assistance to colleagues across the organisation and helping them stay connected and productive in their day-to-day work. You will take ownership of resolving common technology issues and fulfilling service requests, following established support processes to ensure a consistent and high-quality service.
You will respond to incidents reported by colleagues, working quickly and professionally to troubleshoot and resolve issues, while communicating clearly with users who may have different levels of technical understanding. Where issues require further expertise, you will ensure they are carefully assessed and escalated to Senior Help Desk Analysts or specialist teams within Digital, Data & Technology.
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Working closely with the wider Help Desk team - including the Help Desk Service Coordinator, Senior Analysts and the Incident Manager - you will help ensure incidents and service requests are managed smoothly and efficiently, minimising disruption to colleagues. Your attention to detail and strong customer service approach will be key in delivering a supportive and positive experience at every interaction.
By providing reliable, responsive and professional support, you will play an important part in ensuring that digital technology continues to enable the organisation’s services and operations.
What we're looking for
We care more about who you are than a perfect CV. If you're kind, curious and enjoy helping people, we'd love to hear from you, even if this would be your first IT role.
You'll be great at this if you:
- Enjoy helping people and can explain things clearly, without jargon
- Like working out why something isn't working, and seeing it through to a fix
- Are organised and can juggle several requests at once
- Take care over detail and keep good records
- Share Mencap's values and want to make a difference for people with a learning disability
Experience of customer support, a service desk or a ticketing system will help. That experience can come from anywhere: retail, hospitality, a call centre, volunteering, your studies, or being the person friends and family call when their tech goes wrong.
Don't tick every box? Many great candidates only apply if they meet every requirement. If this role excites you and you think you could do it well, please apply anyway.
Benefits
Here at Mencap, we offer an impressive range of benefits designed to support and reward our employees to ensure that our teams feel valued and appreciated. Our benefits package offers 32 days of paid holiday (including bank holidays, pro rata), along with a range of perks such as discounts at leading high-street retailers, access to health cash plans, interest-free loans, and many more exciting offerings. For more details on what we have to offer, please see the attached document outlining all the fantastic benefits available to you as a member of our team!
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About Mencap
Our vision is for the UK to be the best place in the world for people with a learning disability to live happy and healthy lives. We're here to support people with a learning disability, their families and their carers. We fight for a kinder, fairer and more inclusive society for people with a learning disability to live in.
At Mencap, everyone works with people with a learning disability either providing support or advice, or alongside one another as colleagues. Belonging at Mencap is for everyone, every day, everywhere.
- Everyone is expected to treat people well and make Mencap an inclusive organisation.
- Every day we grow and learn. It’s okay to make mistakes but we learn from them and make changes
- Everywhere people will feel respected, valued, and safe to be themselves.
We have Belonging network groups that meet online and are open to all colleagues. The groups include people who identify as Black and Asian, LGBTQIA+, disabled or with a long- term health condition, women, parents and carers, and their allies.
We want to encourage everyone to apply to work at Mencap and we offer a variety of different contract types and working patterns. We’re not looking for specific experience. It is your personality and values that will make you a great colleague. We will train and develop you to succeed in the role you’re applying for.
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