Service Desk Analyst (3394)

Do you want to help create a better world for animals? 

At the RSPCA, we believe animal welfare is everyone's welfare. Join us in creating a better world for every animal. We can do it if we work together — everyone for every animal. Choose a career with us and make a difference.

We are looking for a new team member to join us as a Service Desk Analyst.

Working hours: 35 hours / Monday – Friday
Location: Horsham, West Sussex
Hybrid role: Flexibility around you and the needs of the operation. However there is a requirement to be in the South East Hub in Horsham 3 days a week.

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?

Our recruitment journey – key dates for you to note

Here's what the process looks like, no surprises, just a friendly guide:

1. Application
   You'll be assessed based on your your experience, skills, and potential. Don't worry if you don't tick every box - what really matters is what you can bring to the role and the team.
2. Panel Interview
   If your application is successful, you'll be invited to a panel interview with the Hiring Manager. This is a chance to:

• Share more about what you've done and what you're proud of
• We encourage you to ask questions about the role, the team, and the impact you could make. Interviews are a two-way conversation, and we recognise that any career move needs to feel right for you as well as for us.
• Show off your skills and behaviours in a relaxed, supportive setting

If you need any adjustments during the recruitment process, just let us know - we're happy to support you.

We think this role is going to be popular and are expecting to attract high interest, so we strongly encourage early applications to avoid missing out. The deadline for applications will be 17th August 2026.

A typical day on the RSPCA IT Service Desk is varied and fast-paced, providing first-line support to colleagues across the organisation. As a Google Workspace environment, the team supports core collaboration tools alongside business-critical animal welfare systems. Daily responsibilities include;

• Troubleshooting Windows laptops, Chromebooks, Chromeboxes, and Android devices.
• Preparing and deploying new hardware & software.
• Answering support calls, and managing requests and incidents through the ITSM platform.
• Working in line with ITIL principles.
• The Service Desk focuses on efficient Incident and Service Request Management, while maintaining a strong emphasis on Knowledge Management to deliver consistent support across more than 260 services in the Service Catalogue.

Working with a friendly team of Service Desk Analysts, you'll be providing effective and positive first and second line support to the Society's staff based across England and Wales. You'll be dealing with incoming calls to the IT Service Desk ensuring requests are processed, resolved and recorded accurately, making consistent and effective use of the IT call-logging software.

We think this is a great role and to add value we are seeking a match of these skills, but don't worry if you don't tick every box, we'd still love to hear from you.

• Technical qualification in Computer Systems and/or recognised IT qualification to Diploma level or equivalent experience
• Knowledge and experience of Business Information Technologies, including but not limited to PC hardware, MS and Chrome Operating Systems and programmes, wireless networking, LAN/WAN processes and remote worker solutions
• Demonstrable experience of IT Call Centre, IT Helpdesk, IT Service Desk or other IT telephone based service or customer support function.
• Excellent communication skills with the ability to explain technical details to non-technical customers
• Valid driving licence 
• Ability to undertake occasional travel to regional RSPCA locations and undertake overnight stays if required
• Experience of using Google Workspace and Chromebooks is desirable
• Attendance in our Horsham office 3 days per week

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 as we are unable to sponsor visas.

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

Our vision is a world where all animals are respected and treated with kindness and compassion. Our purpose is to inspire everyone to create a better world for animals. 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 purpose.  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! 

We're here to support you and encourage you to let us know if you need any adjustments at any stage of the recruitment process. Please feel free to contact us at resourcingteam@rspca.org.uk or 0300 123 0685 so we can ensure the process works for you.