It Service Support Analyst

Rnli; Poole; On-site; GBP 30,000 - 35,000; Full time

Job summary

RNLI is seeking an IT Service Support Analyst based in Poole to manage the end-to-end ordering and payment for IT services and equipment. You will work with internal and external suppliers, ensuring service excellence and asset tracking through SharePoint databases.

You will support the End User Computing Services Manager with processes, maintain the knowledge base, and contribute to weekly reporting, data analysis, and ticket triage. Training and project support will also be part of your role.

Qualifications

• Experience with ticketing/issue logging tools.
• Knowledge of financial processes and systems.
• Proficient with Microsoft tools (Word, Excel, Visio, SharePoint, PowerPoint).

Responsibilities

• Manage end-to-end equipment and service ordering and payment.
• Control SharePoint databases and coordinate asset returns from leavers.
• Support End User Computing Services Manager with processes and knowledge-base upkeep.
• Assist in weekly reporting and data analysis, and ticket triage.
• Generate reports, support in line projects, and update intranet/team sites.
• Lead tasks and undertake training as required.

Skills

Customer service

Attention to detail

Communication skills

Tools

SharePoint

Microsoft Office

Job description

IT Service Support Analyst

Salary £29,951 to £35,236 (dependent on experience) Contract type Permanent Hours Full Time Location Poole, Dorset, England Location description Based in Poole Support Centre Interview date Week of 23 Nov (TBC) Closing Date 11-11-2026 Reference 22108 Documents (please view all documents)

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About Us

Our purpose is simple, to save lives at sea. Across the UK & Ireland the RNLI is recognised for our lifesaving work from rescue and supervision to education and prevention. An essential part of making this happen is to ensure our IT equipment and systems support all of our activities, and that the RNLI IT&S team is able to support all our users, volunteers and supporters.

Our End User Computing team provides support for RNLI staff and volunteers throughout UK and Ireland. We work closely as a team, and with our suppliers, to deliver IT systems, and resolve any issues that our colleagues may have. This covers a range of services, from providing the business systems that enable our lifesaving and drowning prevention efforts; providing desktop systems; supporting new projects, through to running of networks and telephone systems.

About the role

Working from the RNLI Support Centre in Poole, you will be responsible for the end-to-end cycle of equipment and service ordering and payment. This will include mobile telecom services, IT hardware and software, and you will work with suppliers (both external and internal) to ensure excellent service.

You will be responsible for the control of the SharePoint databases that record our assets, and you will have the confidence to chase down information and to coordinate the return of equipment from leavers.

You will support the End User Computing Services Manager with process and procedures and be responsible for the upkeep of the knowledge base.

This role offers support to the Service Desk Manager for weekly reporting and analysis of data as well as ticket triage.

Other activities will include generating reports, supporting in the line projects and updating communication channels (intranet, team sites etc).

As team development is crucial to the innovation needed in this role you will have the opportunity to lead tasks and to undertake training as required.

About You

The team provides IT support to colleagues throughout the RNLI, so excellent customer relationship skills will be integral to this role, along with excellent attention to detail, administration and communication skills.

We are looking for someone who has experience working with ticketing/issue logging tools, as well as knowledge and use of financial processes and systems.

Experience of using Microsoft tools, Word, Excel, Visio, SharePoint, PowerPoint – advanced use would also be advantageous.