Service Desk Coordinator

We help young people to build life-long belief in themselves, supporting them to take on their own challenges, follow their own passions and discover talents they never knew they had. Because when you prove to yourself that you’re ready for anything, nothing can hold you back.

Do you want to be part of that?

The Role

We are looking for a highly motivated Part time Service Desk Coordinator (21 hours per week) to join our team at the DofE, responsible for ensuring the smooth operation of our internal and external digital systems, supporting participants, adult leaders, and staff in managing DofE programmes and the charity’s delivery network.

The Service Desk Coordinator will be responsible for providing first and second-line technical support, system administration, and troubleshooting to a wide range of users. You will also contribute to system testing, configuration, and the continuous improvement of our IT services. This is a dynamic role that is both consultative and functional, supporting our wider strategic objectives and vision.

Some of the areas you will be involved in:

• Responding to requests for technical assistance from internal and external users, ensuring timely and high-quality customer service.
• Troubleshooting 1st and 2nd line IT-related incidents and requests, escalating complex cases when necessary.
• Assisting in general development administration and maintaining DevOps workload.
• Conducting system and user acceptance testing for new functionality.
• Administering ticket tracking systems (DevOps/Zendesk) to log and manage user enquiries efficiently.
• Providing technical support during live events for the charity.
• Maintaining the IT knowledge base by creating and updating technical documentation.
• Escalating urgent issues, including safeguarding concerns, as required.

We’re looking for someone who can:

• Demonstrate previous knowledge working on an IT Service Desk or similar role.
• Ideally in providing helpdesk support or assisting users with an online system.
• Strong problem-solving abilities with an innovative and proactive approach.

What will you get in return?

The opportunity to work for a successful and dynamic charity that has the development of young people at its heart and the wellbeing and development of its people constantly in focus.

A starting salary of between £28,580 - £33,624 pro rata per annum dependent on experience *Geographical allowance may apply.

Our staff benefits package includes a generous pension contribution, an employee assistance program, a healthcare cash plan, and paid volunteer leave. You'll also receive 25 days of annual holiday, plus Bank Holidays, an extra 3 days of paid leave between Christmas and New Year, plus the opportunity to purchase additional leave. Additional benefits include access to a benefits discount website, a death-in-service benefit equal to 4x your salary, incapacity coverage, and comprehensive family and sick leave policies (Pro-Rata)

How to apply

If you feel excited by this role and would like to know more, please visit our website.

The deadline for applying for this role is: Midnight 27th of February 2025.

First interview: w/c 10th of March 2025 which will be held virtually over Teams.

Second interview: w/c 17th of March 2025 which will be held virtually over Teams.

If you would like to access the application form in a different format or if would like any assistance that might help improve your experience while completing the application, please contact us by email recruitment@dofe.org

The DofE are committed to safeguarding and promoting the welfare of young people. All successful applicants will be required to undergo a Basic Disclosure and Barring Service check. (e.g. DBS/PVG or similar), including references covering any gaps of employment/education, confirm eligibility to work in the UK and complete a health check.**The geographical allowance is based on a member of staff having a home or office-based postcode within 30 miles (as the crow flies) from Charing Cross, WC2N 5HS. The allowance is 7% capped at £4,000 per annum.