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1st Line Service Desk Technician

Vacancy Details

Salary: £23,109 to £24,469 per annum
Location: Central Office
Region: South East
Job Type: Grade 3
Category: Permanent- Full Time
Closing Date: 10/27/2019
Date Posted: 10/09/2019
Reference: 0000032779


Please note: we reserve the right to close any of our vacancies early.

Vacancy Details

Contract type: Permanent
Location: Central Office, Burghfield
Hours: 37.5 Hours per week
Working pattern: 9am – 5.30pm, Monday to Friday
Interview dates: to be confirmed
Salary: £23,109 to £24,469 per annum

We cannot provide sponsorship for this role.

It is an exciting time to be a part of Guide Dogs.  We have an ambition to support many more people with visual impairment. Our ambition is a future where every person with sight loss has the confidence and support they need to live their lives to the full. Our Future Direction and Strategy Overview explains how we aim to reach and support many more individuals over the next five years, from 200,000 people today, to 500,000 by 2023 and growing the number of working dog partnerships from c.5K to c.7K. 

We are now seeking a 1st Line Support Technician to be based at our HQ near Reading. Reporting into the Lead Support Technician, this role will support the organisation by being responsible for responding to all incidents and requests that come into the IT Service Desk from all Guide Dogs sites, remote based home workers and volunteers, including blind and partially sighted users.

Working with the Lead Support Technician and Senior Support Technicians, you will take a key role in ensuring user satisfaction, by implementing technical solutions and improvements to user capability. You will also be responsible for identifying possible issue trends and potential risks with the remote site technology and user capability, and providing recommendations to the Lead Support Technician and Service Delivery Manager.

This role requires good IT technical knowledge combined with excellent troubleshooting & problem-solving skills and strong customer service skills. 

In your application, you will need to evidence, using specific examples, how your skills and experience meet the criteria laid out in the person specification, within the Job Description below. Requirements include;

Previous experience of working in an IS Service Desk environment providing 1st line technical support in a multi-site organisation including remote workers.

Demonstrated experience in customer service, building and maintaining relationships with users at all levels. 

Proven experience with: MS Office 2016 application suite, MS Windows 7/10, PC hardware (Laptops, desktops, Printers etc.), Microsoft Active Directory, Microsoft Office 365 and Microsoft Intune.

Proven hardware and software troubleshooting ofPC compatibles. 

Proven troubleshooting within a networked environment including remote access. 

Proven awareness and knowledge of networking principles and practices.

How to apply: Applications can be made using the online application form. As part of our safer recruitment policy, we do not accept CVs for job applications.

Working at Guide Dogs

Working at Guide Dogs is much more than just a job. Through the values that guide our work, we make a real difference, and change lives. 

We believe that well-being at work is about creating an environment to promote a state of contentment which allows all employees to flourish and achieve their full potential for the benefit of themselves and for Guide Dogs.

As a member of staff, we offer you a wide range of benefits to suit your individual needs. These include; 26 days’ holiday plus bank holidays (rising to 28 days after 3 years' service), flexible benefits package and a defined contribution group personal pension plan. 


Guide Dogs welcomes applications from all sections of the community and actively encourages diversity to maximise achievements, creativity and good practice. We positively welcome, and seek to ensure we achieve diversity in our workforce and that all job applicants and employees receive equal and fair treatment, regardless of age, race, gender, religion, sexual orientation, disability or nationality. We encourage applications from disabled people as they are currently under-represented in the organisation and guarantee an invite to interview for all disabled applicants who meet the essential criteria for the job.


Guide Dogs is committed to safeguarding and promoting the welfare of all children, young people and adults at risk of harm with whom we work. We expect all our employees and volunteers to fully share this commitment.


Salary: £23,109 to £24,469 per annum
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