ICT Support Officer Salary – £21,000 Full time (35 hours per week) Permanent contract Are you looking for a role where your talents benefit the lives of families raising disabled or seriously ill children? Family Fund is the UK’s largest charity providing grants for families raising disabled or seriously ill children and young people – providing over 88,000 grants and services worth over £33 million last year. As ICT Support Officer you will provide an efficient all-round support service to the organisation; including technical support on the service desk such as hardware and software maintenance, systems administration and management, and ICT change control. In addition to providing support to individuals enabling them to use ICT effectively and efficiently, you will install, configure, administer and maintain ICT hardware, software and associated peripherals including but not limited to: PCs, laptops, tablets and printers. You will ensure compliance with internal and external information security requirements (i.e. Information Security Policy and Cyber Essentials Plus), maintaining an awareness of the latest cyber-security threats and implementing security measures to minimise risk to information assets. As well as monitoring the performance of key systems, and acting to prevent issues arising, your other key responsibilities will include: Performing the day to day operations of the ICT Service desk to: Ensure incidents, service requests and escalations are dealt with in a timely fashion according to defined KPIs. This includes hands-on completion of requests, resolution of issues and communication of progress; Ensure that the service provided to Family Fund and Family Fund Business Services colleagues, beneficiaries and suppliers is the highest possible. Install, configure and maintain mobile and office telephones and associated peripherals. Develop and maintain user training/help guides and deliver training. Maintain clear and accurate ICT documentation. Lead small projects and manage change within the ICT function, and provide support to non-ICT led projects and changes where appropriate. The successful candidate will have a relevant technical qualification (e.g. CompTIA A+ certification) with evidence of continuous professional development. You will have experience providing ICT service desk support with excellent customer service and trouble-shooting skills. You will be keen to advise and support colleagues, an approachable and friendly team player, flexible, adaptable and resilient to work demands and changes. This post is based in York. If this describes you and your career aspirations, submit a persuasive covering letter and CV to [email protected] Please click here to read the job description. For an informal discussion about this opportunity, please contact Jamie Greaves, ICT Infrastructure Manager, on 01904 571044. Closing date for applications is 23rd November 2018. Family Fund is positive about disabled people and so all disabled applicants who demonstrate that they meet the minimum requirements for the role will be asked to attend interview.