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Job Title: 1st Line IT Support
Location: Hybrid (Reading office & home)
Contract:Full time, permanent

The Business Continuity Institute (BCI) is the world-leading professional association for business continuity and resilience professionals with more than 9,000 members in over 100 countries.

At the heart of our organisation is our IT Department and were looking for a 1st Line Support Advisor to join our IT team, providing day-to-day service desk support to our staff. Previous experience in an IT role isnt essential for this role but the ideal candidate will be IT literate and have a positive can-do attitude with a willingness to learn on the job.

This is a role with plenty of variety and excellent learning opportunities that will keep you engaged, plugged in, and excited to get back to on a Monday morning! Youll be joining a small, friendly team at a crucial point in our growth strategy so come aboard and join our team of friendly professionals.

Key Accountabilities

• First point of contact for support across the company as and when required, escalating to 2nd line/ external IT Support provider as appropriate.
• Liaising with 3rd parties, as and when required, to resolve technical problems and queries.
• Logging and raising tickets, ensuring that all relative information has been added in a prompt and accurate manner and is kept up to date.
• Providing basic hardware setup and support for new starters, current employees, and other related personnel.
• Contributing to the continuous maintenance of relevant IT documentation and FAQs, as well as support guides, creating documentation were required (and if youve got an influencer vibe, create and post instructional videos; our colleagues love these) to be shared across the company.
• Providing internal training for the company, as and when required, around new and existing applications and software.
• Youll be involved with any other IT related duties as and when required.
• Be the go-to person to offer technical support to our awesome Licensed Training Partners.

  Essential Skills:

• Fantastic communication skills, both written and verbal.
• The ability and drive to learn new technical skills quickly and the willingness to expand your knowledge.
• A strong passion for IT.
• Strong analytical skills, a problem solver by nature.
• Be able to troubleshoot and work alone as well as within a team.
• Strong attention to detail.
• Ability to prioritise workload to meet company and departmental deadlines.
• Ability to work with 3rd party agencies and resolve issues collaboratively.
• Have a working knowledge of Windows Operating Systems and Windows Applications.
• An intentional listener with the ability to speak your mind with honesty, transparency and kindness.

  Desirable Skills:

• Previous experience of working in a similar IT role
• Experience with M365, Teams and SharePoint
• Experience using a CRM, specifically MS Dynamics (preferably writing/modifying workflows & flows)
• Experience using an ERP, specifically Business Central
• Experience using content management systems preferably Umbraco CMS, and the ability to adapt to new ones
• Knowledge of supporting Windows 10/11 and O365 Applications
• Understanding of professional association sector

Salary and Benefits

• Competitive Salary
• 25 days holiday plus bank holidays
• Your Birthday off
• Pension
• Life Assurance
• Income Protection Scheme
• Health Cash Plan
• EAP
• PerkBox
• More benefits to be discussed at interview

The BCI is a certified Great Place to Work company who are also on the UKs best Workplaces for Wellbeing List 2023.

This is a full-time position, working 35 hours per week, Monday to Friday 9am to 5pm. This role is a hybrid (based from home & the Reading office) role and the successful candidate will be expected to work from the Reading office as and when needed.