Senior IT Support Specialist — Mentoring & Projects

Hollybank Trust; West Yorkshire; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Enhanced pension scheme

Life insurance style benefit

Enhanced maternity, paternity, and

Enhanced pay rates for overtime and  

A funded DBS (initial DBS only)

Full employee assistance program

Access to nationally recognised quals

Access to workplace Mental Healthfirst

Annual leave that rises with length of

Quarterly coffee mornings and annual

Staff recognition awards

Dedicated wellbeing support, and Wb

Early access to wages through LevelPay

Discount and reward portal

Onsite food and coffee shop (Mirfield)

Job summary

Hollybank Trust is seeking an experienced Digital Support Specialist to join its IT Team in Mirfield. The role provides high-quality first-line IT support and ownership of more complex issues, with mentoring responsibilities for colleagues.

The position supports service quality, knowledge sharing, and continuous improvement across Hollybank's digital services, offering a path to senior responsibility and involvement in service improvements.

Qualifications

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

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.
• Support digital projects, service improvements, and system changes.
• Lead or coordinate smaller projects as delegated.
• Provide updates on progress, risks, and dependencies.
• Support the daily operation of Hollybank's IT services.
• Apply agreed technical standards and configurations.
• Coordinate authorised data restores and supplier engagement where required.
• 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.
• Prepare, deploy, replace, reallocate, and securely dispose of devices.
• Maintain accurate asset records.
• Identify replacement and upgrade requirements.
• Maintain support documentation and knowledge articles.
• Promote consistent support processes.
• Recommend practical service improvements.
• Provide guidance and knowledge sharing to Digital Support Analysts.
• Support onboarding and development of colleagues.
• Demonstrate excellent customer service and professional standards.

Skills

IT support

Education

Level 3 IT/Digital qualification

Job description

Hollybank Trust is seeking an experienced Digital Support Specialist to join its IT Team in Mirfield. The role provides high-quality first-line IT support and ownership of more complex issues, with mentoring responsibilities for colleagues.

The position supports service quality, knowledge sharing, and continuous improvement across Hollybank's digital services, offering a path to senior responsibility and involvement in service improvements.