Job Specifications
Closing Date: 10 February 2026
Ref 7289
Save the Children UK is looking for a customer-focused individual with proven IT service desk and technical support experienceto join as our Service & Support Analyst.
Working closely with colleagues across the organisation to deliver high-quality, responsive digital, data and technology support, you'll play a crucial role in enabling teams to work efficiently and maximise impact for children.
This is a Full time role (35 hours per week), Monday to Friday,based at our office in Farringdon. Working hours are on a shift basisbetween 08:00 and 18:00. Typical shifts include 08 00, 09 00, or 10 00, with some variation within these times.
About Us
Save the Children UK believes every child deserves a future. In the UK and around the world, we work every day to give children a healthy start in life, the opportunity to learn and protection from harm. When crisis strikes, and children are most vulnerable, we are always among the first to respond and the last to leave. We ensure children's unique needs are met and their voices are heard. We deliver lasting results for millions of children, including those hardest to reach.
About the role
As Service & Support Analyst, you will be a key member of the Digital, Data and Technology (DDaT) function, providing first and second-line support to colleagues across Save the Children UK. You will ensure that technology services are reliable, accessible and easy to use, helping staff to do their jobs effectively.
You will troubleshoot incidents, fulfil service requests, work closely with suppliers and technical teams, and play an important role in improving service quality, user experience and operational efficiency.
In this role, you will:
Provide 1st and 2nd line IT support to colleagues, managing incidents and service requests in line with agreed SLAs and ITIL processes.
Support the installation, configuration and maintenance of desktops, laptops, mobile devices, peripherals and software.
Work with third-line teams and external suppliers to resolve technical issues and reduce repeat incidents through effective problem management.
Take ownership of support tasks, contributing to continuous improvement of processes, documentation and knowledge bases.
Deliver clear, customer-focused communication and hands-on IT support, including supporting senior leaders to ensure a seamless IT experience.
Maintain accurate IT asset and software licence records and support the setup and delivery of IT services for internal events and programmes.
About you
As well as bringing strong technical support expertise, you'll be passionate about promoting a culture of internal customer focus and customer service through your role.
To be successful, it is important that you have:
Proven experience working in a 1st and/or 2nd line IT support role within an ITIL-based service environment.
Strong technical knowledge of desktop and mobile hardware, operating systems, and modern workplace technologies, including Office 365 (user and resource administration, SharePoint site administration, Teams/Planner setup).
Experience supporting and troubleshooting applications and user accounts, with experience in administering Active Directory.
Experience in troubleshooting, repairing and upgrading hardware, including desktops, laptops and mobile devices.
Network booting (PXE), SCCM and command line experience.
Excellent customer service and communication skills, with the ability to explain technical issues clearly to non-technical users.
Strong organisational skills, with the ability to prioritise workload, manage incidents effectively, and work collaboratively across teams.
A proactive, improvement-focused mindset with a passion for technology and delivering a positive customer experience.
Commitment to Save the Children's vision, mission and values.
What we offer you:
Working for a charity provides one of the best benefits there is a sense of purpose and reward for helping others. However, we understand the importance of giving back to our employees to ensure a happy and healthy working environment and work/life balance.
We focus on flexibility, inclusion, collaboration, health and wellbeing both in and outside of work.
We provide a wide range of benefits which will reward your hard work, motivate you, and inspire you to work to improve the lives of children every day. You can read more about our benefits here.
Please note: To avoid disappointment, you are advised to submit your application ASAP as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately, once a vacancy has closed, we are unable to consider further applications.
Ways of Working: On-site - this role will be based at our office in Farringdon, London. This is a Full time role (35 hours per week), Monday to Friday,based at our
About the Company
Save the Children exists to help every child reach their full potential. In more than 100 countries including the UK, we help children stay safe, healthy and keep learning. We lead the way on tackling big problems like pneumonia, hunger and protecting children in war, while making sure each child’s unique needs are cared for. We find new ways to reach children who need us most, no matter where they’re growing up. For a century, we’ve stood up for children and made sure their voices are heard. We wrote the treaty that sets ou...
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