SSAFA – 1st/2nd Line IT Support Analyst


Up to £35,000 per annum

Hours 37.5 pcw

Central Office, London with flexibility to work remotely.

A fantastic opportunity has arisen for a full time, 1st/2nd line IT Support Analyst to join the IT Team, supporting volunteers at SSAFA, the Armed Forces charity.

SSAFA, the Armed Forces charity, has been providing lifelong support to our Forces and their families since 1885. Last year our teams of volunteers and employees helped more than 85,000 people in need, from Second World War veterans to young men and women who have served in more recent conflicts, and their families. SSAFA understands that behind every uniform is a person. We are here for that person – any time they need us, in any way they need us, for as long as they need us.

About the role

You will be providing multiple layers of end user support (1st and 2nd) remotely to our large volunteer user base along with troubleshooting technical issues and sustained delivery of Office 365 apps through the provision of IT support. You will also be responsible for the creation of self-service support resources and delivery of online webinars. Under the ethos of innovation and automation first, this role expects and welcomes new ideas and perspectives and is perfect for someone who enjoys learning new technologies whilst at the same time providing an enjoyable end user experience.

Although you will work within the structure of the IT team, who will provide guidance, management and access to technical training resources, the role predominantly involves working with the volunteer experience team supporting our volunteers accessing SSAFA cloud services with their own hardware, the creation and maintenance of Office 365 user accounts and the continual management of all cloud-based volunteering resources.

About the team

IT Team

We are a team of nine with a very diverse pool of talent. We all cover different primary streams of work, but actively avoid siloed functions within the team, and enjoy knowledge and task sharing frequently. One of our core goals is to become a team of multi-disciplined specialists.

Volunteer Experience Team

Much of your time will be spent working in partnership with the Volunteer Experience Team who are tasked with creating a good practice framework for SSAFAs volunteers volunteer network. The VE Team is a relatively new team of 6 mixed roles. They have a proactive and positive approach to supporting our volunteer network.

About you

To carry out this role successfully you will:

· Have excellent customer services skills and experience of providing support for IT, tech systems

via phone or face to face to a diverse range of people

· Possess demonstratable experience in supporting Office 365 in both a Windows and Mac environment

· Possess experience in Microsoft Windows networks and active directory services

· Have demonstratable experience with the Microsoft 365 product suite

· Have demonstratable knowledge of and worked with a range of computer hardware, windows operating systems and desktop applications, printers, remote access, and remote-control software

· Have great problem-solving skills, work ethic and willingness to learn

· Experience of using CRM systems for consistent data management

SSAFA is an employer that values the diversity of its workforce and welcomes applications from all sections of the community.

No agencies please. Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.

For further information

If you have any queries or would like to speak to someone about this role, please contact Jim Brownlee on for an informal discussion.

To apply, visit SSAFA’s website

Closing date: Midnight on 28/03/2021. SSAFA reserves the right to close the vacancy earlier if the target number of applications is reached.

Interviews: 31/03/2021 – 02/04/2021 If you are invited to attend an interview you will be required to undertake a technical test as part of the selection process. The test is 30 minutes long and covers basic to intermediate support functions and industry knowledge (this will be delivered remotely).

SSAFA is an Equal Opportunities Employer and is committed to using the Disclosure & Barring Service.

If you wish to apply for any of our vacancies you will be asked to answer some screening questions before completing an application form and uploading your CV. Personal data to progress your application for employment is covered under the General Data Protection Regulations (GDPR) Article 6 Section 1b and Article 9 2b and c. Your details will not be used for any other purpose or shared with a third party without your permission. Data on unsuccessful candidates will be retained for one year from the vacancy being filled. If you take up employment with us, your information will be held for the duration of your employment plus six full calendar years. Further details are contained in SSAFA’s Privacy Statement at

Our Executive Members

By @Cobseo 54 years ago

Afghanistan support

In light of recent events in Afghanistan, please find information and support resources here