Information Technology Support Specialist

People's Partnership; Greater London; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Generous pension up to 14%

Real living wage

Income protection

Critical illness cover

Death in service insurance

Employee healthcare

Parental and adoption leave

Learning & development opportunities

Study support

Travel season ticket loans

Volunteering days and charity payroll

Onsite gym

Social clubs and events

Job summary

People's Partnership in London is seeking two IT Support Specialists to deliver deskside and remote IT support for Windows and macOS devices, troubleshoot hardware, software, and network issues, and log tickets in ServiceNow. The role requires a structured, customer-focused approach and ITIL-aligned processes.

You will work in a not-for-profit environment with a flexible hybrid model, supporting hybrid home-based colleagues and on-site staff, while adhering to security and compliance standards.

Qualifications

• Experience in a Deskside Support / IT Helpdesk role.
• Strong knowledge of Microsoft 365, AD and Exchange Online.
• Excellent customer service and communication skills.

Responsibilities

• Provide end-user IT support across office and remote environments.
• Troubleshoot hardware, software, network and account issues.
• Log and manage tickets in ServiceNow with accuracy.
• Deliver face-to-face and remote support for hybrid staff.
• Resolve Windows 11 and macOS issues and VPN/MFA connectivity problems.

Skills

Active Directory

Azure Active Directory

Microsoft 365

Exchange Online

Deskside Support

Customer Service

Troubleshooting

Networking Fundamentals

ServiceNow

Tools

ServiceNow

Job description

2x IT Support Specialist - London on-site

About People's Partnership

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit-chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What You'll Be Doing

Responsible for supporting end-user IT services across office and remote environments, troubleshooting a range of hardware, software, network, and account-related issues. The role requires a structured, customer-focused approach, adhering to documented processes, ITIL best practices, and security and compliance standards.

• Maintain high levels of customer service and communication throughout the deskside process.
• Provide face-to-face technical support through Desk Side or Tech Bar appointment service.
• Provide remote technical support for alternate office locations and hybrid home based colleagues.
• Troubleshoot and resolve 1st and 2nd line desktop support incidents.
• Fulfil 1st and 2nd line desktop service requests including build, provision and deprovision of equipment.
• Diagnose and resolve hardware issues affecting Windows laptops, MacBooks, peripherals, and mobile devices.
• Support Apple iPhones and related mobile device issues.
• Troubleshoot Windows 11 and macOS operating system issues.
• Troubleshoot Cisco VPN and MFA connectivity issues.
• Investigate and resolve Wi-Fi, network connectivity, and user account-related problems.
• Install, configure, and support desktop software and peripheral devices.
• Accurately log, update, and manage tickets within ServiceNow.

What We're Looking For

• Experience in a Deskside Support, Tech Bar, Desktop Support, or IT Support Engineer role.
• Strong working knowledge of Microsoft Active Directory, Azure Active Directory, Microsoft 365, and Exchange Online
• Strong customer service and communication skills.
• Strong troubleshooting experience across:
• Windows 11
• macOS
• Microsoft 365 (O365)
• Experience supporting:
• Windows laptops and desktops
• Apple MacBooks
• iPhones and mobile devices
• Printers and peripherals
• Audio Visual and Meeting Room Infrastructure
• Understanding of networking fundamentals including Wi‑Fi and connectivity troubleshooting.
• Experience using ServiceNow or similar ITSM ticketing systems.

What you can expect from us:

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Volunteering days and charity payroll giving
• Onsite gym
• Social clubs and events

You can learn more about how we support our employees on our website

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform their duties effectively and demonstrate what they have to offer. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high speed internet that enables them to perform their duties effectively. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best "you".