First Line Support Technician

  • Dementia UK
  • Jul 25, 2023
Full time Information Technology Technical Support IT IT Support Helpdesk

Job Description

Department: IT
Location: Hybrid working between our head office (Aldgate, London) and home
Hours of Work: 37.5 hours a week
Contract: Full-time, permanent
Salary: £25,000 – £28,000 per annum
Closing date: Monday 7th August at 10am
Annual Leave: 33 days (plus eight bank holidays)
Benefits: Pension – 8% contribution
Enhanced maternity, paternity, adoption and shared parental leave


Dementia UK is the specialist dementia nursing charity that is there for the whole family. Our specialist nurses, known as Admiral Nurses, provide free, expert advice, support and understanding to help families care for their loved one. Every day, Admiral Nurses help families up and down the country to have the best life possible for as long as possible.

About the role:

The IT team plays an integral part in driving a rapidly expanding Dementia UK forward, from supplying equipment and managing our internal support function to leading on digital strategy. Our vision is to create a ‘Digital Dementia UK’ to transform business processes with technology, harness the power of the organisation’s data to create real insight and use innovation to support our Admiral Nurses in an ever-changing technological landscape.

The First Line Support Technician is the first line escalation point for all IT support queries (excluding those relating to clinical software). You will work with the Second and Third line Support Technicians, our Managed Service Provider, the Service Desk and Performance Manager and over 200 users to maintain and monitor IT systems including remote working solutions. You will understand and resolve technical issues in a prompt and professional manner and judge when to escalate to 2nd line, to keep the service running smoothly, therefore the ability to always provide great customer service, have solid technical knowledge and high IT admin skills is essential.

You will have proven experience in delivering at a high level and be at SFIA competency Level 3 for Incident management. Experience working in an IT Support/Helpdesk/Service Desk OR equivalent industry certification (CompTIA or Microsoft Certified) is highly desired.

This is a great opportunity to join a dedicated and fully supportive team to deliver a high-quality IT service in an ever-changing technological environment.

Our Culture and benefits:

We value our people so it’s important for us to create a working environment that looks after our workforce to achieve their full potential. You will become part of a diverse and dedicated team who are supported to not only use but develop your skills.

We offer a competitive salary, a generous benefits package including 33 days annual leave (plus 8 bank holidays), 8% pensions contribution alongside an environment where you can collaborate, be respected and thrive.

Dementia UK is proud to welcome everyone, we aim for a truly inclusive culture with talented diverse teams that represent a variety of backgrounds, perspectives and skills. We celebrate difference, individuality, and encourage everyone to join us and be their whole selves always.

Dementia UK are proud to be Disability Confident Committed.


Other, IT Project Management, General-Other: IT-Software Development, Systems Analysis - IT


£25,000 – £28,000 per annum

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