Technology Support Analyst

Motor Neurone Disease Association

Hours
37 hours per week

About the Organisation

Motor Neurone Disease moves fast. It takes away time, independence, and has no cure. Every day, we support people affected by MND. We fund ground-breaking research. We campaign for better care. We’re here for everyone who needs us. Because with MND, every day matters.

About the role

No two days are the same for a Technology Support Analyst. From resolving technical challenges and supporting Microsoft 365 services to configuring devices and helping users get the most from technology, this role sits at the heart of a busy technology function. The Technology Support Analyst will bring strong technical knowledge, excellent problem-solving skills and the ability to communicate solutions clearly.

As a Technology Support Analyst, you'll provide first- and second-line support across the Motor Neurone Disease (MND) Association, ensuring colleagues and volunteers can access the technology, systems and services they need. You'll work across Microsoft 365, communication platforms, user administration and device support, delivering a responsive and reliable service.

Responsibilities

Main Responsibilities:

• Provide first and second line technical support for all users of technology services and carry out system administration activities.
• Provide advice, documentation and training to all users, including office staff, regional staff, and volunteers, on various software packages, office systems, cloud platforms, digital services, operating systems, printers, and telephony provided by the technology teams.
• Work with other IT Teams or third-party providers to escalate incidents and problems in line with service level agreements.
• Set up and induct new users, and deregister users leaving the organisation, ensuring that users have appropriate permissions to access files and applications in line with agreed policies & procedures.
• Support and maintain technology systems, including Microsoft 365 services, communication systems, configuration of ADS,
• DNS, DHCP, Group Policy, and Intune, and set up telephony – Teams, distribution groups, attendant messaging, direct dial routing, voicemail, and teleconference services.
• Ensure all incidents are dealt with professionally within agreed service levels and accurately record all actions on the ServiceDesk software.
• Contribute to the ongoing development of the service desk knowledge base.
• Maintain cabling, ensuring patch panels are tidy, endpoints clearly labelled and cabling infrastructure documented.
• Set up and configure client devices, and support users in ensuring these are patched and up to date.
• Proactively coordinate ‘pool’ and meeting room equipment.
• Test application recovery and participate in annual disaster recovery testing.
• Monitor consumable supplies.
• Assist with Technology project work and other day-to-day activities, as required.
• Deputise for other members of the Service and Support team, as required.
• Undertake any other task relevant to the job purpose and ensure that all functions performed reflect the Association's mission and core values.

Skills, Competencies, Experience & Attributes

Essential:

• Working knowledge of computer networks and Windows operating systems, including ADS, DNS, DHCP and Group Policy. Knowledge of Intune is also desirable.
• Working knowledge of communication systems and mobile telephony.
• Experience of delivering support, advice and training to end users with varied IT literacy.
• Experience supporting, maintaining and configuring MS Exchange and Microsoft 365 apps.
• Experience of supporting, maintaining and configuring Windows Server operating systems.
• Experience of patch management and system testing.
• Experience of setting up Windows-based desktop/laptop systems.
• Experience of using Microsoft 365 to a high level and working in a hybrid environment as part of a team.
• Technical networking skills.
• Well organised, with the ability to manage & prioritise tasks, pay attention to detail and, where appropriate, escalate competing demands.
• Able to think logically and analytically and demonstrate problem-solving skills.
• Customer service skills with the ability to have empathy with end users and be able to relate problems and solutions in a non-technical way.
• Ability to be flexible in working hours, if required.

Desirable:

• Understanding of charity or not-for-profit sector IT environments would be an advantage.

Compensation & Benefits

• 28 days holiday, increasing to 33 days after 5 years, plus Bank Holidays
• Access to UK Healthcare, including dental, eyecare, health screenings, and therapies
• 24/7 GP access via phone and video
• Life assurance and confidential counselling helplines
• Salary sacrifice schemes (Cycle to Work, Buy/Sell Annual Leave)
• Access to the Benefit Hub for discounts on everyday shopping
• Enhanced pension scheme
• Opportunities for training and personal development

Working locations

• Hybrid model, working in the Northampton office and remotely

How to apply

• Please apply via our website.
• To support an inclusive application process, we are open to receiving alternative applications from candidates who may find it difficult to complete our online form. If you would like to apply via video or audio file, please send your recorded application, ensuring you cover the supporting statement aspect, to [email protected]

Interviews

• Once we have shortlisted, we'll get in touch with all applicants to let you know if you've got to the next stage.

Policies

We are committed to equality, diversity, and inclusivity. We work to remove barriers for everyone affected by MND, including employees, volunteers, and stakeholders. As part of the Disability Confident Scheme, we guarantee interviews for disabled applicants who meet the role's requirements.

The information provided to the MND Association when applying for a vacancy will be treated in full accordance with the General Data Protection Regulation (GDPR). The MND Association is committed to protecting your personal information and being transparent about what information we hold, whether you are a donor, volunteer, shopper, campaigner, or a person living with or affected by MND. For more information, visit the Privacy Policy

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