IT Service Desk Analyst – 1st line

Change Grow Live are a charity dedicated to the belief that we can make a difference to our Service Users lives. Our core values are ‘Be open, be compassionate and be bold’ and our teams apply these daily, offering support and respect in a safe environment, treating each user as an individual and working with them to find the right treatment and care options.

We’re looking for a compassionate and knowledgeable individual to join our 1st Line IT Service Desk team—someone who’s not just passionate about technology but about using it to support people and improve their working lives.

Our Service Desk is the first point of contact for over 6,500 colleagues across more than 180 locations nationwide. In this role, you'll play a crucial part in delivering timely, high-quality advice and technical support, ensuring every colleague feels valued, supported, and able to focus on what they do best.

We’re especially keen to hear from excellent communicators—those who can translate technical concepts into clear, accessible guidance. Your ability to explain, reassure, and empower others is just as important as your technical knowledge.

This is more than a technical role—it’s an opportunity to be part of a supportive, forward-thinking team, where your skills will grow and your work will have a direct impact on people’s day-to-day experience. If you’re looking for a role where your expertise genuinely helps others, we’d love to hear from you.

Where: Remote may have occasional travel to all parts of the UK when required

Hours: Full time, 37.5 hours per week

Salary: £25,077.00 - £26,502.53 dependent on experience (Based on full time hours, pro rata for part time)

Contract type: 12 Months Fixed Term

About the role: 

• Maintain accurate records of colleague interactions, ensuring data is consistently updated and readily accessible to support management reporting.
• Handle all sensitive information with discretion, ensuring strict confidentiality is upheld at all times.
• Collaborate with management to uphold and refine effective communication practices across the team.
• Proactively identify ways to minimise enquiries, producing user guides and documentation.
• Recognise potential operational risks and present these, along with relevant data, during team meetings to enhance collective awareness.
• Participate in regular meetings with the team leader aimed at enhancing the customer service ethos and response times.
• Accurately log incoming Service Desk tickets, ensuring they are correctly categorised and routed to the appropriate support teams.
• Deliver first-line remote technical support to internal colleagues, volunteers, and external partner organisations.
• Effectively manage and prioritise multiple service requests simultaneously.
• Support the ongoing development of the Service Desk Knowledge Base by drafting new content and maintaining existing articles.

About you: 

• Excellent customer facing skills
• Exceptional customer service focus and the ability to effectively gather key information.
• Experience of providing support to customers in a busy Service Desk / Customer facing environment.
• Ability to troubleshoot low-level PC hardware and software issues in a methodical and structured manner.
• Knowledge of computing hardware
• Experience with common operating systems e.g. Windows11, Microsoft 10, Microsoft Exchange, Active Directory, Azure and Office 365.
• Support experience with Office 365 and web-based applications.
• The ability to prioritise, meet realistic deadlines and remain calm under pressure.
• The ability to diffuse potentially confrontational situations and to remain calm and reasonable.
• Ability to develop effective working relationships with colleagues at all levels

What we will give to you: 

At Change Grow Live, we are committed to supporting our employees and offer:

• 25 days of annual leave, plus bank holidays. Additionally, you'll receive one extra day of annual leave for each year of service during your first five years, therefore you will enjoy 30 days of leave after five years with us.
• A paid ‘Wellness’ hour each week, plus access to a Wellness Hub and Employee Assistance Programme.
• A contributory pension scheme.
• A variety of benefits, including discounts on shopping, cinema, and holidays.
• A friendly and supportive team environment.
• Comprehensive training and career development opportunities.
• A Refer-a-Friend Scheme with generous rewards.

How to Apply

To help us understand how your skills and experiences align with this role, please ensure your application form and supporting statement reflect the details outlined in the job description.

If this sounds like you and you are ready to take the next step in your career with Change Grow Live, we would love to hear from you!

Please note: This role is not eligible for visa sponsorship if you require it to work in the UK. More information about eligible roles and occupations can be

found here: Skilled Worker visa: Overview - GOV.UK

Full-time hours at Change Grow Live are 37.5 hours per week. For part-time roles, the salary and payments will be pro rata based on contracted hours.

We reserve the right to close the vacancy early if we receive a high number of applications, so we encourage you to apply as soon as possible.