Second Line IT Support

**Title**:IT Second Line Support

**Employer**: Domestic Abuse Prevention Charity

**Salary**:£33,720 per annum

**Contract and hours**: Monday to Friday; 9am to 5.30pm with some on call support. This is a Fixed Term Contract role (for a period of up to 6 months, initially).

**Location**:Hybrid; 3 days in office (London) and 2 days WFH per week

**Reports to**:IT Manager
- Are you an experienced IT Second Line Support agent? Are you dedicated to supporting those working in the charity sector to help some of the most vulnerable in society? _

**Charity People is partnering with a nationally leading domestic abuse prevention charity in their search for a new IT Second Line Support agent**

**Job Scope**:
To support the entire IT and Communication functions within head office and regional domestic violence services including women's refuges across the country. Refuges are homes for women and children fleeing domestic violence and are therefore high securityenvironments.

Providing first and second level assistance to all users, managing the service desk call logging system, ensuring calls are logged and escalated where resolutions cannot be found.
- The ability to respond out of hours on a rota basis is a requirement of this role._

**In post, you will**:

- To manage/co-ordinate the IT Service Desk on a daily basis and communicate IT issues across the organisation.
- To maintain Terminal Usage for all users including Active Directory Administration and Exchange Server for new starters and leavers, changes etc.
- To assist in managing and maintaining the servers on a daily basis
- To maintain server accounts for all users including Active Directory Administration (Exchange server) for new starters and leavers, changes etc.
- To work with the finance team to identify and monitor usage and charges for mobile devices
- To provide support in the building of personal computers and hardware and in the general maintenance of all IT equipment including equipment that has been provided for women and children's use in the refuges.
- The removal of virus/spyware/adware from desktops and servers, often remotely
- To patch phones and data connections at head office
- To provide telephone and web conference support and with web portal
- To maintain and assist with installations of third party software
- To provide support and training for the audio visual equipment at head office
- To be responsible for updating and maintaining IT section of the intranet, including IT help documents for users.
- To maintain confidentiality in relation to employee and service user data and other sensitive information.

Plus a number of general duties that will go hand-in-hand with the role.
- Experience of providing support in a Microsoft server/desktop environment
- Knowledge of upgrading and troubleshooting PC hardware
- Appreciation of hardware compatibility and networking issues
- Experience of providing technical support in an Ethernet environment
- Experience of using & supporting Windows XP, Vista and Win 7
- Experience supporting Office XP-2010 in a networked environment
- Experience of providing support in a helpdesk/desktop support capacity (desirable)

**_It is essential to the development of this charity's service delivery that the post holder is able to respond flexibly to changes in the requirements of this post. This job description is therefore a guide and not an exhaustive list of all responsibilitiesthe post holder may have over time._**

Closing: Applications will be considered on a rolling basis to ensure the role is filled ASAP

Interviews: Will take place on a rolling basis.