Help Desk Support Analyst

RSPCA; Rotherham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading animal welfare organization in Rotherham seeks Help Desk Support Analysts to maintain core operational systems and support staff. This hybrid role requires strong communication, troubleshooting abilities, and a passion for animal welfare. Candidates should have experience in database support and ITIL certification. This position offers a chance to make a significant difference in animal lives.

Qualifications

• Experience in large-scale tech projects or charity environments.
• A natural communicator with a calm mindset.
• Willingness to travel and stay overnight if needed.

Responsibilities

• Respond to support requests efficiently.
• Deliver training to new starters on operational systems.
• Analyze data for reporting and identify improvements.
• Maintain user access and system integrity across platforms.

Skills

Strong communication and interpersonal skills

Troubleshooting and problem-solving abilities

Organizational skills

Experience supporting users of databases

Experience with Salesforce or similar platforms

Confidence in presenting

Education

ITIL certification or equivalent

Job description

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Help Desk Support Analyst (Operational Technical Services - OTS)

Do you want to create a better world for animals? At the RSPCA, we believe all animals deserve kindness and respect. We work for the benefit of every animal – including pets, farmed animals, wildlife, and animals used in science. Join us and make a difference for every kind.

We are looking for two Help Desk Support Analysts to join our Operational Technology Services (OTS) team. This role is crucial in maintaining our essential systems and equipment, enabling our teams to focus on animal welfare.

• Working hours: 35 hours / Monday to Friday.
• 18-month fixed-term contract
• Hybrid role: based at NCC Rotherham, with an expected commitment of 1 day per week in the office. We offer flexible scheduling to suit you and operational needs.

What a day might look like for you:

You'll be the friendly voice at the end of the line, manning the helpdesk and supporting staff who rely on core operational systems like Wilberforce, Animal Shelter, and Provet. Whether resolving issues, delivering training, or analyzing data trends, you'll keep our operations running smoothly.

On any given day, you might:

• Respond to support requests via Halo or phone, ensuring issues are resolved or escalated efficiently
• Deliver training to new starters or existing users on systems like Wilberforce or Solo Protect
• Analyze data for reporting and identify potential improvements
• Maintain user access and system integrity across platforms
• Collaborate with IT teams and suppliers to resolve issues and test updates
• Travel occasionally for face-to-face support and training
• Assist in implementing new tools or processes to enhance operational efficiency

This role is dynamic, hands-on, and directly connected to our operations' heartbeat.

What you'll bring:

You're a natural communicator with a calm, problem-solving mindset and a keen interest in technology. You can juggle tasks, interpret technical issues for non-technical audiences, and keep everything running smoothly — even under pressure.

We are looking for candidates with:

• Experience supporting users of databases or operational systems
• Strong communication and interpersonal skills
• Troubleshooting and problem-solving abilities
• Organizational skills to prioritize tasks in a busy environment
• Confidence in presenting and creating training/support materials
• A collaborative approach, comfortable working independently or in a team
• Willingness to travel and stay overnight if needed
• Experience with Salesforce or similar platforms
• ITIL certification or equivalent
• Experience in large-scale tech projects or charity environments
• A driving license is desirable

This is more than just a systems support role — it's a chance to be a vital part of a mission-driven organization impacting animals' lives daily.

Note: Successful candidates may need to undergo a DBS check. Applicants must have the legal right to work in the UK; we cannot sponsor visas.

Application closing info: Due to high interest, we review applications as received. Early submissions are encouraged. We cannot accept applications after the closing date.

We aim to provide a positive candidate experience and encourage applications from diverse backgrounds, especially from underrepresented groups, to support our mission of animal welfare.

Our mission: to ensure animals have a good life through rescue, care, advocacy, and inspiring compassion and respect.