Operational Technical Services (OTS) Helpdesk and Systems Support Analyst (1720)

*We are open to candidates who are based in the South East or South Yorkshire area*

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.

*This is a fixed term role for 14 months, due to end December 2025*

We are looking for a new team member as an Operational Technical Services (OTS) Helpdesk and Systems Support Analyst.

• Working hours: 35 hours / Monday - Friday. 
• Hybrid role: Depending on your location, your base will be at the National Call Centre (NCC) Rotherham, or Horsham West Sussex.

Hybrid working isn't a tick exercise for us - we live the values, expectation for this role will be 1 day per week and this is open to flex around you and the operation. The remainder of the week you will be home based.

It's important to us that you feel part of our team from the start. We like to keep in touch with regular check-ins and team meetings. There's always a teammate around for support or a quick chat.

Are you ready to join our movement?

Here at RSPCA no two days are the same, as a Operational Technical Services (OTS) Helpdesk and Systems Support Analyst, we've added a short summary of what a typical day might look like, for a full insight please refer to the attached job description.

The successful candidate will monitor and provide support to the helpdesk Monday-Friday 9-5. You will act as the central point of contact for all RSPCA users of Wilberforce, Animal Shelter and Provet. 

You will also:

• Offer support and management of other applications and equipment (Solo Protect devices, Navman, Wildlife cameras etc)
• Ensure specific applications/technologies, used by Inspectorate operations, the National Control Centre (NCC), and the Society as a whole, are fully operational, used correctly and have the correct data
• Ensure all Field Ops system users are fully supported so they can carry out their role (system training, admin, ongoing support)
• Complete admin tasks to support operations, report creation and delivery, data analysis and trend identification
• Provide effective and timely support, responding to queries and requests via Halo and telephone calls
• Work with and escalate issues to other Society departments and IT teams
• Support implementation of new systems, along with assist with changes and updates to systems and provide ongoing support to the expected 500+ end users
• Support the training of business users at all levels within the whole society, ensuring newly adopted applications are understood and effectively used (including the creation and continuous development of training material/support/comms)
• Travel to various locations to deliver some face to face training.

To be successful within this role you must:

• Have experience working in a system support type role
• Experience supporting database/system users and communication technologies
• Great problem solving skills to fix troubleshooting issues
• Great customer service skills and able to adapt communication style to suit different stakeholders
• Proven experience of assessing and resolving technical issues from a user perspective
• A level educational background or equivalent work experience.

Desirable:

• Demonstrable experience using Wilberforce, NavMan and Solo Protect
• Understanding of ITIL (The Information Technology Infrastructure Library)
• Experience of the Salesforce Platform.

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 recognise that a diverse and inclusive workforce is essential to achieving our core 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.

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.