Help Desk Support Analyst (2215)

The original job title for this position will be - Operational Technical Services (OTS) Helpdesk Systems and Support Analyst

Do you want to create a better world for animals? At the RSPCA, we believe all animals deserve kindness and respect. We work for the benefit of every animal – as well as pets, that includes farmed animals, wildlife, and animals used in science. Choose a career with us and make a difference for every kind.

We're looking for two Help Desk Support Analysts to join our dedicated Operational Technology Services (OTS) team. This role plays a vital part in keeping our essential systems and equipment running smoothly, ensuring our teams in the field and across the Society can focus on what matters most — animal welfare.

• Working hours: 35 hours / Monday to Friday. 
• 18 month fixed term contract
• Hybrid role: your base will be at NCC Rotherham. Hybrid working isn't just a tick box exercise for us, we live the values. For this role, the expected commitment is 1 day per week in office. We're open to accommodating a flexible schedule that suits you, and our operational needs. 

Are you ready to join our movement?

The closing date for this advertisement is 7th of August 2025. Please be sure to apply before the closing date!

You'll be the friendly voice at the end of the line, manning the helpdesk and supporting staff who rely on our core operational systems like Wilberforce, Animal Shelter, and Provet. Whether you're resolving issues, delivering training, or identifying data trends, you'll keep the wheels turning across our national operations.

On any given day, you might:

• Respond to support requests via Halo or phone, ensuring issues are resolved or escalated efficiently
• Deliver training to new starters or existing users on systems like Wilberforce or Solo Protect
• Analyse data for reporting and identify potential improvements
• Maintain user access and system integrity across multiple platforms
• Collaborate with IT teams and suppliers to solve issues and test updates
• Travel occasionally to deliver face-to-face support and training
• Assist in implementing new tools or processes that enhance operational efficiency
  
  

This role is dynamic, hands-on and directly connected to the heartbeat of our operations.

You're a natural communicator with a calm, problem-solving mindset and a real interest in technology. You're comfortable juggling tasks, interpreting technical issues for non-technical audiences, and keeping everything running smoothly — even under pressure.

Here's what we're looking for:

• Experience supporting users of databases or operational systems
• Strong communication and interpersonal skills, across all levels
• A knack for troubleshooting and problem-solving technical issues
• Ability to prioritise and stay organised in a busy environment
• Confident presenting to others and creating training/support materials
• A collaborative approach — equally happy working in a team or solo
• Willingness to occasionally travel and stay overnight when needed
• Experience with Salesforce or similar platforms
• ITIL certification or equivalent
• Worked in a large-scale tech project or charity environment
• A driving licence will be desirable. 

This is more than just a systems support role — it's a chance to be a vital link in a mission-driven organisation, where your work directly impacts people helping animals every day.

Ready to make a difference? Apply now and help keep our systems — and our mission — running strong.

Successful candidates for certain RSPCA roles will need to undergo a Disclosure and Barring Service (DBS) check.

Applicants must have the legal right to work in the UK - We are unable to sponsor visas at RSPCA

Due to high interest in some of our roles, we review applications as they are received. This can occasionally result in positions closing earlier than advertised. Therefore, we strongly recommend submitting applications early. Unfortunately, we are unable to accept applications after the posted closing date.

We want to ensure we do all we can to give you a positive candidate experience through our recruitment. Whilst we do try to give feedback where we can, sometimes due to receiving high levels of applications, this may not always be possible

We are building the future of a diverse Society, and our priority is to support animal welfare by finding people from all backgrounds who are committed  to our mission.  For this reason we actively encourage a wide diversity of applications - in particular from members of minority ethnic groups, and people with disabilities - as these candidates are currently under-represented at the RSPCA. Your transferable skills & lived experiences could make you a valuable addition to our RSPCA Family! 

Should you need any support with your application or interview process please contact resourcingteam@rspca.org.uk / 0300 123 0685.

Our mission is to ensure animals have a good life by rescuing and caring for those in need, by advocating on behalf of all animals and by inspiring everyone to treat them with compassion and respect