Digital Support Technician

As a Digital Support Technician, you will be focused on maximising the use of digital technologies and equipment across the charity to achieve objectives and maximise productivity.

Supporting the Head of Digital, you will provide technical support and problem resolution to all users across the charity, acting as the first port of call for all enquiries and issues. You will provide excellent customer service to all users, by ensuring incidents are resolved and enquiries are answered to satisfactory levels in a timely manner and escalated where necessary. You will also assist and, in some cases lead, in the training of users. You will ensure users are enabled and empowered to get the most out of the technology resources available to them, which will include documenting processes, policies, and procedures.

Specifically, you will:
• Provide technical support and know-how to all users of the Yorkshire Cancer Research Centre including staff, trustees, and volunteers, both on-site and remotely.
• Provide technical support and know-how to Shop Managers, Deputy Shop Managers, and Shop Volunteers as required both on-site and remotely.
• Assist the Digital team and other stakeholders in the delivery of digital and technology products and services, specific projects, and business-as-usual work in accordance with the Digital strategy and roadmap.
• Undertake fault management for digital hardware and software not included in our managed services contract, prioritising issues and requests based on service and user needs.
• Where necessary, work with our IT managed service provider and outsourced IT service desk to report issues on behalf of users and help tickets move to resolution.
• As the go-to person for on-site support with technology equipment, be 100% focused on delivering excellent customer service to users using strong technical and diagnostic skills.
• Work as a digital champion to coach, train and up-skill colleagues in priority areas and skill sets, including the creation and maintenance of documentation and knowledge-base repositories.
• Undertake the handling of IT equipment supporting staff changes, site/shop moves, set up of new sites and shops etc.
• Document training/how-to guides, new processes, procedures and policies as needed.
• Assist with digital operations and digital change projects.

About You

To be considered for this role, you will need:
• A qualification in a computer/technology related subject and/or proven experience working in an equivalent IT/digital support role.
• A good overall understanding of Microsoft technologies, such as Microsoft 365, Azure Active Directory and Microsoft Endpoint Manager.
• The ability to support digital applications and software within a business environment.
• A comprehensive knowledge of various hardware and software such as end user computing, CCTV, AV solutions, collaboration tools, content management systems, telephony etc.
• Knowledge of current and future digital and technology trends.
• Experience of working in an ICT service management environment and adhering to best practice service management standards.
• The ability to provide advice, support, and guidance to people of all positions and abilities.
• Excellent communication skills, both verbal and written.
• Good time management and organisational skills, with the ability to effectively prioritise own workload to ensure the successful delivery of the role.
• The ability to communicate complex information to range of stakeholders in a way that is helpful and actionable.
• Excellent attention to detail.

About Us

Yorkshire Cancer Research is the largest independent cancer charity in England. With an ambitious goal of saving 2000 lives a year, it is an exciting time to be joining the charity. Every week in Yorkshire almost 600 people are told they have cancer, by working for Yorkshire Cancer Research you are helping to protect and save these lives.

Yorkshire is big, beautiful and diverse and, as an inclusive employer, our aim is that our workforce reflects the rich diversity of our region. We believe a diverse workforce is central to us achieving our strategic goal of saving more lives in our region. We offer equal opportunities regardless of race, religion or belief, age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, marriage and civil partnerships.

Yorkshire Cancer Research is entering an exciting period in its development. As part of this we are expanding our team at our Head Office and a number of new roles are being created. As such, we are now looking for a Digital Support Technician to support our Finance and Corporate Services team.

The Benefits

We offer all our employees a wide range of benefits including an enhanced contributory pension scheme, 25 days annual leave plus Bank Holidays (increasing to 30 days after 5 years’ service), flexible working arrangements, private medical insurance, enhanced maternity leave, career progression, learning and development, wellbeing initiatives, offices within walking distance of Harrogate train station, free onsite parking and a whole lot more.

We’ve got a strong set of values that inform everything we do and we’re looking for people who are aligned with these. As our Digital Support Technician, you will strive for excellence in everything you do, have integrity, champion expertise through improvement and innovation and be a great team player. To find out more about our values and how important they are to us, please visit our website.

Application

Before applying, please visit our Careers Page to view the full role profile and find out more about working for Yorkshire Cancer Research.

To apply please submit a CV and cover letter outlining your suitability for the role to Claire Wooldridge, Head of People, (recruitment@ycr.org.uk) before 12 April 2023. Please read our privacy notice before applying.
The charity is a responsible and flexible employer. We welcome any discussion for flexible working at the interview/offer stage where we will consider an individual’s circumstances against the needs of the charity.

We positively encourage applications from suitably qualified and eligible candidates from all backgrounds. If we can make any reasonable adjustments to support your application please contact us.