Digital Support Specialist

Hollybank Trust; Lower Hopton; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Enhanced pension

Life insurance

Enhanced parental leave

Overtime pay rates

DBS paid

Employee assistance programme

Access to qualifications

Mental Health First Aiders

Annual leave increase

Wellbeing support

LevelPay app

Discount portal

Onsite cafe (Mirfield)

Job summary

Hollybank Trust in Mirfield is seeking an experienced Digital Support Specialist to join our IT Team. The role focuses on delivering high-quality first-line IT support and taking ownership of more complex issues when required.

You'll act as a key contact for Digital Support Analysts, contribute to service quality, knowledge sharing, and continuous improvement across Hollybank's digital services. This role is ideal for an IT professional looking to progress to a senior position with mentoring

Qualifications

• Experience providing first-line IT support.
• Level 3 IT/Digital qualification or equivalent practical experience.
• Experience mentoring colleagues and contributing to service improvements.

Responsibilities

• Provide high-quality end-user IT support and resolve incidents.
• Take ownership of more complex issues and escalate when needed.
• Support digital projects and service improvements.
• Mentor Digital Support Analysts and share knowledge.
• Maintain documentation and knowledge articles.

Skills

End User Support

Incident management

Mentoring colleagues

Communication

Education

Level 3 IT/Digital qualification

Job description

Role: Digital Support Specialist
Location: Mirfield
Salary: £28,000 p/a
Hours: Full time, 37hrs per week.

We will be interviewing as part of the application process. If a suitable applicant is found during this time, we may close the application earlier than stated.

We're looking for an experienced Digital Support Specialist to join our IT Team at Hollybank Trust. The Digital Support Specialist provides high-quality first-line IT support while taking ownership of more complex technical issues when required. Acting as a key point of contact for Digital Support Analysts, the postholder supports service quality, knowledge sharing, and continuous improvement across Hollybank's digital services.

This role would suit an experienced IT Support Analyst looking to take the next step into a senior support position with additional responsibility for mentoring colleagues, handling more complex technical issues, and contributing to service improvement initiatives.

Relevant Level 3 IT/Digital qualification or equivalent practical experience.

Key Responsibilities

• End User Support
• Resolve incidents and service requests across supported systems and devices.
• Take ownership of more complex or high-impact issues.
• Support colleagues with troubleshooting and escalation.
• Maintain clear communication with users and manage ticket priorities.
• Identify recurring issues and contribute to service improvements and knowledge articles.
• Escalate infrastructure, security, supplier, and specialist issues appropriately.
• IT Project Support
• Support digital projects, service improvements, and system changes.
• Lead or coordinate smaller projects as delegated.
• Provide updates on progress, risks, and dependencies.
• Core IT Services
• Support the daily operation of Hollybank's IT services.
• Apply agreed technical standards and configurations.
• Coordinate authorised data restores and supplier engagement where required.
• Governance & Security
• Work in accordance with IT, Information Governance, and Security policies.
• Follow incident, request, and change management processes.
• Support approved security and access changes while highlighting risks and compliance concerns.

Asset Management

• Prepare, deploy, replace, reallocate, and securely dispose of devices.
• Maintain accurate asset records.
• Identify replacement and upgrade requirements.
• Documentation & Continuous Improvement
• Maintain support documentation and knowledge articles.
• Promote consistent support processes.
• Recommend practical service improvements.

Team Support

• Provide guidance and knowledge sharing to Digital Support Analysts.
• Support onboarding and development of colleagues.
• Demonstrate excellent customer service and professional standards.

What we ask for from all our colleagues

• The confidence to challenge the norm and try new things.
• Being curious by asking questions and showing an interest in training and development opportunities.
• Treating people with kindness, dignity, and respecting boundaries.
• Bringing your best self to work, being happy and positive in the way you work.
• What we offer:
• Enhanced pension scheme.
• Life insurance style benefit.
• Enhanced maternity, paternity, and adoption leave.
• Enhanced pay rates for overtime and bank holidays.
• A funded DBS (initial DBS only).
• Full employee assistance program.
• Access to nationally recognised qualifications.
• Access to workplace Mental Health First aiders.
• Annual leave that rises with your length of service.
• Quarterly coffee mornings and annual celebration days.
• Staff recognition awards.
• Dedicated wellbeing support, and access to departmental wellbeing activities.
• Early access to wages through the LevelPay app.
• Discount and reward portal.
• Onsite food and coffee shop (Mirfield site only)

Unfortunately, we are not able to offer sponsorship to work in the UK, and we do ask that you have at least 6 months of UK based work experience in any sector.

Hollybank Trust is committed to Safeguarding vulnerable people, and our Safer Recruitment process requires all employees to have an Enhanced DBS check and reference checks in line with our Recruitment & Selection policy.

We will pay for your initial DBS check, unless you have a portable DBS, however, if the candidate leaves voluntarily within the first 12 months, £58.90 will be deducted from your final salary payment.