Job Description
Are you a tech-savvy problem solver ready to support a mission-driven organization? We’re hiring a full-time Helpdesk Analyst to join the IT department at The Richmond Fellowship Scotland (TRFS). As a Helpdesk Analyst, you’ll be the first point of contact for IT-related issues across our nationwide team. Based at our Head Office in Stepps, this role is ideal for a confident communicator with strong technical knowledge and a passion for helping others.
Key Responsibilities of the Helpdesk Analyst
As a Helpdesk Analyst, you will provide first-line IT support to TRFS staff via phone, email, and Microsoft Teams. You’ll be responsible for managing service desk tickets, resolving technical issues, and escalating complex problems when needed.
Your Role Will Include:
-
Promptly responding to calls, emails, and service tickets.
-
Logging, categorizing, and tracking all IT-related queries.
-
Diagnosing common issues related to hardware, software, user accounts, and network access.
-
Providing troubleshooting guidance and technical support.
-
Offering basic training and guidance to end users when necessary.
Essential Skills & Experience for Helpdesk Analyst Role
To succeed in this role, you should:
-
Be experienced in Windows 10/11 operating systems.
-
Understand Microsoft 365 and general networking principles.
-
Possess strong customer service and communication skills.
-
Have previous IT helpdesk or support experience.
Why Join TRFS?
TRFS is Scotland’s largest provider of social care services, committed to inclusion, independence, and dignity. As part of our team, you’ll benefit from:
-
Competitive salary and benefits package.
-
Enhanced pension contributions and annual leave.
-
Access to 850+ high street and online discounts.
-
A vibrant, fun, and inclusive work culture.
-
A rotating shift pattern at our Head Office in Stepps.
Application Details
-
Closing Date: Wednesday 14th May 2025
-
Location: Stepps, North Lanarkshire
-
Contract Type: Full-Time, Permanent
-
Background Checks: Disclosure checks required (convictions do not automatically disqualify)
Our Commitment to Inclusion
At TRFS, we value diversity and promote equality. We welcome applications from all backgrounds and are committed to creating inclusive, supportive workplaces where everyone can thrive.