Digital Support Analyst

National Council for Voluntary Organisations

Hours
35 hours per week

About the Organisation

For over 100 years, the National Council for Voluntary Organisations (NCVO) has stood shoulder to shoulder with communities, championing and celebrating voluntary action. Our membership is made up of over 17,000 voluntary organisations across England, from small, grassroots community groups and social enterprises, to large, far-reaching charities. We believe that communities are strengthened by voluntary action. We therefore want charities to thrive and be empowered to deliver for people and communities.

​We focus on empowering charities and volunteers by ensuring they have the knowledge, tools, and resources they need. We advocate for and with our members, giving voice to those not often heard, and harnessing the collective power of partners to ensure the voluntary sector is valued. We bring charities together so they can learn, connect, and create a greater impact. ​As the voluntary sector and volunteering adapt to new challenges and a changing context, so must NCVO.

We are therefore prioritising work to evolve as an organisation to ensure we live our values of ambition, inclusion, openness, and collaboration in everything we do internally and externally. ​We have around 80 staff and an income of more than £7m per year. With our members at the heart of everything we do, our mission is to unite to champion the remarkable role of charities and volunteers because stronger charities make for stronger communities.

About the role

This is an exciting opportunity to grow your career in digital support, working at the heart of our digital platforms and services. You’ll play a key role in ensuring our systems run smoothly by triaging and resolving support requests, while gaining hands-on experience with platform administration, integrations, and testing. Working closely with internal teams and external partners, you’ll help deliver reliable, user-focused digital experiences in a fast-paced environment.

Responsibilities

Key Responsibilities:

• Monitor, triage, and resolve digital helpdesk requests, ensuring timely and effective support.
• Support the day-to-day operation of digital platforms, including basic configuration and integrations.
• Collaborate with internal teams and external suppliers to maintain smooth and reliable services.
• Assist with testing, troubleshooting, and continuous improvement of digital systems.

Skills, Competencies, Experience & Attributes

Experience:

• Demonstrable ability to work in a fast-paced and agile team, with shifting priorities, along with experience with liaising with suppliers and managing the delivery of digital services. 
• Evidence of curiosity, proactive learning and owning problems to resolution. 

Skills:

• Strong problem-solving mindset and a keen willingness to learn, along with good communication and documentation skills. 
• Ability to follow through on tickets from triage to closure and capable of working collaboratively in a team-oriented environment.

Knowledge:

• Good understanding of digital operations, web platforms and support workflows and familiarity with content management systems. 
• Awareness of digital service delivery, websites and ticketing workflows. Basic understanding of cloud hosting (AWS, Azure or GCP).

Compensation & Benefits

• 25 days’ Annual Leave and office closure between 25th December and 1st January inclusive. 
• ​2.5 extra ‘wellbeing’ days off during the year
• ​Enhanced pay for sick/maternity/adoption leave
• Subsidised gym membership
• Season ticket loan
• Monthly homework allowance for permanent homeworkers
• Monthly office worker allowance 
• Generous employer pension contribution of 8.5% of salary,
• Pension scheme (linked to employee contribution)
• Training and development opportunities.
• Hospital Saturday Fund health cash plan
• ​24-hour free and confidential employee assistance programme

Conditions of employment

• All applicants must have the legal right to work in the UK.

Working locations

• Home-based

How to apply

• Background information
• Send a copy of your CV and our information form, quoting the reference DSA, to [email protected]. You can also send any queries about the process to this address.
• We’re not able to respond to or provide feedback on every application received. If you have not heard back within 72 hours of your application, unfortunately, you have not been successful in progressing to the next stage.

Interviews

• The interview process is one stage, totalling around one hour.

Policies

NCVO is fully committed to equity, diversity, and inclusion in our sector. We want this reflected in the diversity of the people who work for us, and we welcome applications from people of all backgrounds and identities. We particularly welcome applications from under-represented groups in the voluntary sector and those with diverse lived experiences.

As part of our commitment to employing disabled people, all disabled candidates who meet the minimum requirement for all competencies on the person specification will be guaranteed an interview. If you have access needs or require reasonable adjustments as part of the recruitment process, please let us know.

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