About the job

Job summary

You’ll work as part of a dispersed IT Support Team providing support and advice to colleagues within the Fund helping them to ensure that we’re able to help as many Communities as possible to deliver life changing outcomes to those in need. Based in the London office and reporting to the IT Support Manager the support you provide will be both remote, through telephone and Teams and in person. Training will be provided.

Job description

The IT Support Team fulfils a range of roles and responsibilities, and whilst playing your part in delivering life changing funding you won’t have a typical day. As a first point of contact for all our customers you’ll engage with them to fully understand all their needs and provide support and solutions to fulfil and exceed their expectations.

Working closely with colleagues across the department, the IT Support Team ensures our customers benefit from an excellent enabling service provision in incident management and resolution, and request fulfilment. Whilst taking ownership and managing support tickets using our Service Portal, you’ll follow established protocols escalating issues as needed. Responsibilities can include device deployment, telephony services, printing services, finance systems, HR systems, desktop and cloud productivity systems, SharePoint, connectivity software and systems, and mobile device applications.

Additionally, you’ll work closely with other London based colleagues around deployed kit and asset disposal.

Interview Date: Tuesday 2nd and 3rd Wednesday April 2024– onsite in London

Location: London /Hybrid, expectation to be in the office 2/3 days a week.

If you would like an informal conversation about this role, please contact: adam.ghose@tnlcommunityfund.org.uk

Any questions about the recruitment process, please email: recruitment@tnlcommunityfund.org.uk

Person specification

Essential criteria

Demonstrable experience and qualifications in these areas will be required:

• Familiarity with more than one area of IT Support, including but not limited to: business application support, incident and major incident management, device deployment, telephony services, printing services and the usage of funding systems, finance systems, HR/people systems, desktop and cloud productivity systems, SharePoint, connectivity software and systems, mobile device applications and fulfilment of requests.
• Experience in working within a customer support/service role where providing the highest level of customer service was key.
• Ability to work within a team and as an individual.
• Experience with time and work management.

Desirable criteria  Desirable but not essential skills:

• Knowledge of Microsoft systems and applications (Windows, Office 365 and Azure/Intune)
• The ability to work as part of a remote team, and to prioritise conflicting demands whilst delivering quality service.
• Experience of working in a technical support role where adherence to standard operating procedures, established systems and processes was required.
• Experience with Active Directory.

Equity, Diversity and Inclusion  

Communities in the UK come in all shapes and sizes. National Lottery funding is for everyone – therefore, we are committed to equity, diversity and inclusion and we work hard to ensure our funding reaches where it is needed.  

We also believe our people should represent the communities, organisations and individuals we work with. That’s why the National Lottery Community Fund is committed to being an inclusive employer and a great place to work. We recognise and celebrate the fact that our people come from diverse backgrounds. We positively welcome applications from people from ethnic minority backgrounds, people with disabilities or longstanding health conditions, people who are LGBTQ+, and people from different socio-economic and educational backgrounds, as well as people of all ages. 

As a Disability Confident Employer, we take a proactive approach in making reasonable adjustments, if needed, throughout the recruitment process and during employment. (This can be related to a physical and mental health condition.) 

Benefits

Alongside your salary of £24,218, The National Lottery Community Fund contributes £6,538 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

Apply Via the National Lottery Community Fund website.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

Open to UK nationals only.

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.