IT & Facilities Support Assistant

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• Permanent contract
• Based full-time at our city centre office
• 25 days annual leave + bank holidays + 2.5 days at Christmas + long term service leave accrual

About the role

This role is a mixture of IT support and facilities management support, assisting the IT and Facilities team to respond to staff requests and issues. For IT, this will include tasks such as troubleshooting hardware, software, and network issues such as malfunctioning laptop cameras, non-functional built-in keyboards or trackpads, and audio issues on the softphone system.

For Facilities, this will include tasks such as responding to staff queries and reporting/ coordinating repairs, such as conducting routine inspections of doors, alarms, or heating systems, or assisting staff with door access requests.

You will help to source equipment for home working and set up laptops for staff and volunteers when they join the organisation.

Part of the role includes making sure the office is fully resourced and maintained, both with IT equipment and facilities such as tea and coffee and maintaining an office inventory.

The role can be physically active and includes moving equipment, boxes, and furniture between three floors (although there is a lift, so not up and down stairs) and getting under desks. There is likely to be a considerable amount of bending, stretching, and lifting.

We are happy to discuss part-time and flexible working arrangements with prospective applicants and anticipate the start date for this role will be June 2025.

About you

We’re looking for someone who is proactive, hands-on, and ready to tackle any task. You’ll need to be able to adapt quickly to new information and situations, seamlessly switching between IT and Facilities tasks. You’ll enjoy working in a team and be flexible and positive about change. You will thrive on working with a diverse range of people and be open-minded, approachable, and non-judgemental.

You’ll have experience with data entry and be willing to learn about how to resolve issues and administer several different systems, including but not limited to Microsoft 365 admin centre, Entra ID, and IP Telephony.

You’ll be able to work on your own initiative, prioritise tasks well, and meet deadlines. Confidentiality is a key part of the role, as sometimes you may be accessing highly confidential information, and you must be able to keep things confidential and be discreet at all times, with a good understanding of GDPR and data protection regulations.

You’ll be passionate about health and safety and able to assess the health and safety implications of any task required, making sure all jobs are done in accordance with the Health and Safety Executive (HSE) guidelines. Ideally, you’ll be happy to train as a Fire Marshal and a First Aider and support the team with this.

You will need to be comfortable moving around floors, carrying equipment, and getting under desks for tasks such as fixing cables.

You’ll be computer literate, with a good working knowledge of MS Office. Ideally, you’ll have experience in sorting out issues in Office 365, Teams, and SharePoint, and be able to do online research and understand which sources are credible to use. You’ll also have a good understanding and awareness of cyber security.

Ideally, you will have an A Level or BTEC qualification in Computing, IT, or a related subject, or the equivalent experience. Previous first-line help desk experience is beneficial but not required, and training will be provided on using our systems.

Work base

You will work 37 hours a week (9-5 Monday-Thursday and 9-4:30 on Fridays) on a permanent basis and be based full time in our Plymouth city centre office at Cobourg House on Mayflower Street. Sometimes there may be out-of-hours maintenance work, but time off in lieu (TOIL) will be offered for this.

2. Please let us know if you need us to adapt our application process so there are no barriers for you to apply.

3. Please note: We reserve the right to close recruitment early or withdraw an advertised post at any time.
We are not accepting CV applications for this role.

Citizens Advice Plymouth is a resilient, creative, and independent charity. It is part of the Citizens Advice national network of over 250 organisations that delivers advice and information across England and Wales.

Our main purpose is to deliver quality advice and information. We engage with clients through a range of routes including email, webchat, telephone, and face-to-face contact.

We value diversity, promote equality, and challenge discrimination. We encourage and welcome applications from suitably skilled candidates from all backgrounds. We particularly welcome applications from candidates who are disabled, or people from Black, Asian, and other racially minoritised backgrounds, as these people are currently underrepresented at Citizens Advice Plymouth. We also actively welcome applications from LGBTQ+ candidates.

Benefits (subject to eligibility)

• 25 days annual leave + bank holidays + an additional 2.5 days between Christmas & New Year (pro rata)
• Long term service leave – up to 5 additional days (pro rata)
• Employee assistance programme.
• Healthcare plan which includes money back on prescription charges etc.
• Cycle to work scheme
• Learning & development – training and development with access to a wide range of online courses to develop your skills.
• Death in Service cover (2 x annual salary)