IT Support Officer

Location Kent
Discipline: IT Support, IT Infrastructure & Support
Job type: Permanent
Salary: £up to 30K per annum depending on skills and experience.

A Global Charity located in Manston, Kent is seeking an IT Support Officer to be part of their team on a permanent basis. This will be 4 days a week in the office and 1 day working remotely helping support their 250 users.


They are a family-owned, global organisation – a leader in social impact and transforming lives. Formed in the US in 1981, the business expanded into the UK in 2015. They operated two of the largest Community Rehabilitation services (CRCs) in Thames Valley and London, in addition to a Secure Training Centre for young people in the Midlands. Supporting the Home Office in the immigration world since 2021, they are making a difference to the lives of hundreds of people in the UK every year, proving a caring, welfare-based service in Kent. They are not just committed to transforming the lives of the service users and detained persons in their care – they also help people transform their careers too.


They are seeking an IT Support Officer to ensure timely and effective resolution of any 2nd and 3rd line service requests, problems or incidents including support escalations to other suppliers, managing the print estate, cabling, mobile device break/fix, basic training and break/fix of the estate onsite.


  • Work with the End User Compute Manager, other internal stakeholders, and key suppliers to ensure that the operational day-to-day and development lifecycle is as efficient and effective as possible.

  • Proactively seek out IT-related risks and issues and take responsibility for driving resolution in a timely and effective manner.

  • Ensure that all changes are raised through the Change process for approval.

  • Ensure tickets are managed in accordance with ITIL best practices in an efficient and effective way ensuring that exceptions are handled in a way that meets customer expectation and SLAs.

  • Update appropriate documentation, procedures, and databases as required to maintain and report on network, end user compute and telecom resources.

  • Be a subject matter expert providing first class support to our Assisted Technology user community.

Experiences and Skills:

  • The successful candidate must be capable of being security cleared to SC level and some out of hours work may be required and will be remunerated through overtime. This will be agreed in advance.

  • Proven technical experience and exposure to Windows OS, Office suites, MS Teams, Mobile Device Management (Android), Print Management.

  • Able to conduct independent research and develop IT solutions.

  • ITIL certification or other recognised IT Service Management certification

  • Proven experience of working in a Service Management/Desk Environment

  • Exposure and experience of ticket management systems

  • Experience of working in a customer focused environment is essential through service provision.

Personal Attributes:

  • Process-driven who demonstrates the ability to quickly translate requests or problems into appropriate actions and solutions.

  • Excellent time management and organisational skills, including the ability to deal with conflicting demands, in order to deliver multiple projects, prioritise a heavy workload and fulfil the job requirements.

  • Able to work with the team to find solutions to problems that arise and who makes decisions when necessary.

  • Maintains a positive attitude and conveys this to others. 

  • Prepared to adjust and be versatile to situations encountered.


  • They care about the employees' wellbeing so they offer a ‘wellbeing day’ each year.

  • They offer a pension up to 10%.

  • Life Assurance

  • Cycle to work scheme 

  • Fast-track development opportunities. 

  • Pension: They will automatically enroll you into their Workplace Pension scheme three months after your start date.

  • Holiday: 25 days’ holiday each year

  • Years of service: Rewards programmes

  • Employee Assistance Programme: Free counselling and support via their Employee Assistance Provider. 

  • Recommend a friend: They reward you with up to £500 if you introduce the company to someone who eventually joins.

  • Unlocking potential awards: They recognise your contribution to helping them reach their goals in line with their values.