352 Support Staff jobs in Portsmouth

Support Analyst

Hybrid

Overall Role Objectives

Reporting to the Support Lead you will be a key member of our support team, this role will be extremely varied and demanding where you will need to hit the ground running and be able to multi-task in a fast-paced environment. You will be assisting technical and non-technical users in resolving issues reported via email, telephone, face to face or via Service Desk tickets. You will be highly motivated, proactive and have a “can-do” attitude towards delivering excellent service to our user community. You will need excellent spoken and written communication skills as you will be liaising with all areas of the business and at all levels.

Key Behaviours

• Excellent Customer Service Skills – A high level of customer service skills working within a high pressure IT environment, delighting our users with a friendly, quick and helpful response
• Excellent Communication - ensure issues addressed and business users updated with progress on their issues at every step of the way
• Team player - be able to work within your team, the wider IT team and the business units.
• Communicate well on your tasks/progress and understand the wider contest in which you work.
• Flexible - We operate a rota for Out-of-Hours support, supporting critical issues affecting our sites so you will need to be open to flexible working hour.

Tasks/Responsibilities

Operational

• Day-to-day management of new and existing tickets assigned to you ensuring SLA’s are met and KPI requirements are fulfilled.
• Logging, management and ownership of Incidents and Service Requests via the IT ticketing system providing first time fixes where appropriate
• Interaction with customers at all levels within the business via phone, email, face to face and ticketing system
• Providing customers with regular communication on the progress of their issue/ request from ticket being logged through to resolution
• Liaising with internal IT teams for escalation of issues
• Liaising with third party suppliers for resolution of issues
• Providing Out of Hours Support when assigned on a rota basis
• Project work as and when required

People

• Communicate in a civil and effective manner.
• Act in a responsible and professional manner at all times.
• Respect other team members and assist when required.
• Inform the management team of any training requirements needed to fulfil your role.
• Be an active team player committed to achieving success.

Operational Excellence

• Continually demonstrate professionalism across all areas of the role, as well as interaction with the business and third parties.
• Ensure that appropriate responses are made in a timely fashion to requests / instructions from management, the business or the SRI Group.

Essential Knowledge, Skills & Experience

Skills

You should be familiar with resolving issues via phone/ remote access tools and be familiar with the following:

• Windows 10/11
• Microsoft Dynamics
• Office365
• Microsoft Exchange
• Service Desk tools (ManageEngine is currently used)
• Remote connectivity tools
• Active Directory/ Entra - Access management
• Microsoft O365 Admin Centre - administration / access
• Printer configuration and troubleshooting
• Email troubleshooting
• Network troubleshooting/ Meraki (desirable)
• Telephony systems Mitel/ Avaya or similar (desirable)

Experience/Knowledge

• You will have at least 2 years IT Service Desk experience with a good level of IT knowledge
• You should be a fast learner and be able to pick up knowledge quickly that can be applied to our bespoke applications.
• You should have the ability to work proactively under own initiative or effectively as part of a team with a passion for providing high quality customer service.
• ITIL Foundation v4 (desirable)

• Provide emotional and practical support to individuals, based on their care plans and personal preferences.
• Assist individuals with daily living tasks, including personal care, meal preparation, and household chores, as required.
• Support individuals in accessing community resources, attending appointments, and participating in social and recreational activities.
• Promote independence and choice, encouraging individuals to make their own decisions and develop new skills.
• Maintain accurate and confidential records of care provided, observations, and any incidents.
• Communicate effectively and collaboratively with individuals, their families, healthcare professionals, and the wider support team.
• Adhere to all safeguarding policies and procedures, ensuring the safety and well-being of individuals at all times.
• Identify and report any concerns regarding the welfare or safety of individuals to the appropriate personnel.
• Contribute to the development and review of individual care plans.
• Uphold the dignity and respect of all individuals receiving support.

• Experience in a care or support role is highly desirable, though not essential.
• A genuine passion for helping others and a strong understanding of person-centred care principles.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust.
• Patience, empathy, and a non-judgmental approach.
• Ability to work independently and manage time effectively within a remote setting.
• Reliability, responsibility, and a strong work ethic.
• Willingness to undertake relevant training and professional development.
• Basic IT skills for record-keeping and communication.
• A positive and proactive attitude.
• Right to work in the UK.

Working hours: 37 hours per week

Interview Date: To be confirmed

Portsmouth Homeless Family Service is based across three residential Lifehouses, accommodating a total of 45 homeless, vulnerable families (which include couples, single parents and pregnant mothers) with support needs. We also support 32 families living in Local Authority Sublet tenancies and a further 14 families living in other housing.

Key Responsibilities: As a motivated and dynamic Support Worker you will be responsible for developing and delivering excellent support to Portsmouth Homeless Family Service and its clients. Many of the people we work with have complex needs including mental health related issues, drug and alcohol dependency, and debt. We are looking for an experienced Support Worker who will be able to give advice and support to our clients as well as provide a range of activities for our families.

You will need to be passionate about supporting people to make positive change in their lives, be confident working on your own and as part of a team, working with a range of different agencies and understand the needs of people who are homeless. The role involves regular daytime, evening and weekend work on a rota basis.

A driving licence is desirable for this post. All applicants will need to be in sympathy with the mission statement of The Salvation Army.

Responsible to: Programme Manager

The successful candidate(s) will be able to demonstrate:

• Motivation towards supporting vulnerable clients to achieve focussed and positive life outcomes
• Good customer service and time management skills with ability to prioritise workload
• The initiative towards problem solving which helps benefit colleagues and clients
• Excellent verbal and written communication skills

We expect you to exhibit behaviours that model our values of integrity; mutual accountability; compassion; passion; respect; and boldness

Appointment subject to satisfactory references, proof of right to work in the UK, Enhanced with the barred list child and adult workforce DBS Disclosure

For details of how to prove your right to work in the UK please click here and please note that we are unable to offer sponsorship.

Please note that any Salvation Army employees who are under notice of redundancy and apply for this position will be given priority consideration.

We reserve the right to close this advert earlier if we feel that we have received sufficient applications.

Promoting equality in the workplace and as a disability confident leader scheme employer, we guarantee to interview all disabled applicants who meet all the minimum essential criteria for the vacancy.

Support Analyst

Hybrid

Overall Role Objectives

Reporting to the Support Lead you will be a key member of our support team, this role will be extremely varied and demanding where you will need to hit the ground running and be able to multi-task in a fast-paced environment. You will be assisting technical and non-technical users in resolving issues reported via email, telephone, face to face or via Service Desk tickets. You will be highly motivated, proactive and have a “can-do” attitude towards delivering excellent service to our user community. You will need excellent spoken and written communication skills as you will be liaising with all areas of the business and at all levels.

Key Behaviours

• Excellent Customer Service Skills – A high level of customer service skills working within a high pressure IT environment, delighting our users with a friendly, quick and helpful response
• Excellent Communication - ensure issues addressed and business users updated with progress on their issues at every step of the way
• Team player - be able to work within your team, the wider IT team and the business units.
• Communicate well on your tasks/progress and understand the wider contest in which you work.
• Flexible - We operate a rota for Out-of-Hours support, supporting critical issues affecting our sites so you will need to be open to flexible working hour.

Tasks/Responsibilities

Operational

• Day-to-day management of new and existing tickets assigned to you ensuring SLA’s are met and KPI requirements are fulfilled.
• Logging, management and ownership of Incidents and Service Requests via the IT ticketing system providing first time fixes where appropriate
• Interaction with customers at all levels within the business via phone, email, face to face and ticketing system
• Providing customers with regular communication on the progress of their issue/ request from ticket being logged through to resolution
• Liaising with internal IT teams for escalation of issues
• Liaising with third party suppliers for resolution of issues
• Providing Out of Hours Support when assigned on a rota basis
• Project work as and when required

People

• Communicate in a civil and effective manner.
• Act in a responsible and professional manner at all times.
• Respect other team members and assist when required.
• Inform the management team of any training requirements needed to fulfil your role.
• Be an active team player committed to achieving success.

Operational Excellence

• Continually demonstrate professionalism across all areas of the role, as well as interaction with the business and third parties.
• Ensure that appropriate responses are made in a timely fashion to requests / instructions from management, the business or the SRI Group.

Essential Knowledge, Skills & Experience

Skills

You should be familiar with resolving issues via phone/ remote access tools and be familiar with the following:

• Windows 10/11
• Microsoft Dynamics
• Office365
• Microsoft Exchange
• Service Desk tools (ManageEngine is currently used)
• Remote connectivity tools
• Active Directory/ Entra - Access management
• Microsoft O365 Admin Centre - administration / access
• Printer configuration and troubleshooting
• Email troubleshooting
• Network troubleshooting/ Meraki (desirable)
• Telephony systems Mitel/ Avaya or similar (desirable)

Experience/Knowledge

• You will have at least 2 years IT Service Desk experience with a good level of IT knowledge
• You should be a fast learner and be able to pick up knowledge quickly that can be applied to our bespoke applications.
• You should have the ability to work proactively under own initiative or effectively as part of a team with a passion for providing high quality customer service.
• ITIL Foundation v4 (desirable)

Working hours: 30 hours per week

Interview Date: To be confirmed

Portsmouth Homeless Family Service is based across three residential Lifehouses, accommodating a total of 45 homeless, vulnerable families (which include couples, single parents and pregnant mothers) with support needs. We also support 32 families living in Local Authority Sublet tenancies and a further 14 families living in other housing.

Key Responsibilities: As a motivated and dynamic Assistant Support Worker you will be responsible for developing and delivering excellent support to Portsmouth Homeless Family Service and its clients. Many of the people we work with have complex needs including mental health related issues, drug and alcohol dependency, and debt. We are looking for an experienced Assistant Support Worker who will be able to give advice and support to our clients as well as provide a range of activities for our families.

You will need to be passionate about supporting people to make positive change in their lives, be confident working on your own and as part of a team, working with a range of different agencies and understand the needs of people who are homeless. The role involves regular daytime, evening and weekend work on a rota basis.

A driving licence is desirable for this post. All applicants will need to be in sympathy with the mission statement of The Salvation Army.

Responsible to: Programme Manager

The successful candidate(s) will be able to demonstrate:

• Motivation towards supporting vulnerable clients to achieve focussed and positive life outcomes
• Good customer service and time management skills with ability to prioritise workload
• The initiative towards problem solving which helps benefit colleagues and clients
• Excellent verbal and written communication skills

We expect you to exhibit behaviours that model our values of integrity; mutual accountability; compassion; passion; respect; and boldness

Appointment subject to satisfactory references, proof of right to work in the UK, Enhanced with the barred list child and adult workforce DBS Disclosure

For details of how to prove your right to work in the UK please click here and please note that we are unable to offer sponsorship.

Please note that any Salvation Army employees who are under notice of redundancy and apply for this position will be given priority consideration.

We reserve the right to close this advert earlier if we feel that we have received sufficient applications.

Promoting equality in the workplace and as a disability confident leader scheme employer, we guarantee to interview all disabled applicants who meet all the minimum essential criteria for the vacancy.