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Field IT Support Analyst

Location: Brentwood, CM14 (with travel to London office as required + hybrid working option available)

Salary: Up to £22k (depending on skills and experience)

Department: IT

Contract: Permanent

Application deadline: 10 December 2021

The role

You’ll take passion in providing excellent customer service being the first first point of contact for our interviewers and freelancers across the UK. It’s a varied role which will involve dealing with software and hardware issues as well as building and supporting staff laptops and smartphones. 

You’ll ensure that their issues are logged and dealt with in a professional manner while following set procedure to provide prompt resolution. You must be able to deal with end-user IT problems with a ‘can-do’ solution-based attitude.

This is a key role one within the organisation as resolving support issues presented to the service desk enables users to complete their work roles effectively.

All short-listed applicants will need to demonstrate proof of right to work in the UK.  At NatCen we receive a high volume of great-quality applications, we therefore may close a vacancy earlier than the advertised closing date, early applications are therefore encouraged.

The candidate

The successful candidate will ideally have a good understanding of IT and experience in providing front facing customer service with attention to detail. This role would be ideal for someone who is looking to expand their skills whilst enjoying their work in a team environment.

We’d love to hear from you, if you have:

  • Excellent customer service skills, both face to face and via telephone/email.
  • Some experience as a Support Analyst on a centralised Helpdesk in an organisation with multi-site, office based and remote users.
  • Experience of Windows 8/10 and MS Office products.
  • Understanding of Outlook and Office 356
  • Good knowledge of PC hardware, laptops, smartphones, tablets and printers.
  • Demonstrable experience of Desktop and Laptop PC imaging, configuration, build and printer breakfix.
  • Experience of using remote control technology to provide remote user support.

In return, you’ll be working closely with the Head of IT Service Delivery and Asset Management and a highly motivated and driven IT Support Team to deliver resolutions in a timely manner to ensure the teams objectives continue to be met.

Read the full job description (pdf)

About the National Centre for Social Research

At the National Centre for Social Research, we're driven by the belief that social research has the power to make life better. Our research influences policy makers, practitioners, academics and the media, shaping our understanding of the world we live in and how it is changing.

We offer a friendly, flexible, supportive and stimulating working  environment, with a range of benefits, including a generous defined contribution pension scheme with life assurance, learning and development opportunities, season ticket loans, cycle to work scheme, a comprehensive Employee Assistance Programme and an extensive employee benefit/discount voucher scheme.

Why work for us

As well as a competitive salary and excellent working environment (including home/office hybrid) you will be working for the largest independent social research organisation in the UK. We are proud of the benefits we offer our employees which include

  • 25 days holiday (plus 8 bank holidays) which increases to 30 days after 3 years of employment;
  • Generous company pension scheme;
  • Life insurance and health cash plan;
  • NatCen Rewards, our online benefits scheme offering discounts at over 800 retailers and service providers;
  • Cycle to Work scheme and season ticket loan;
  • Enhanced parental leave and Employee Assistance Programme;
  • Career development, professional subscriptions support and mentoring support from industry leading experts.

Application process

The National Centre for Social Research is committed to promoting a diverse and inclusive environment and committed to equality of opportunity. We particularly encourage applications from underrepresented and marginalised groups.

We therefore ask that you follow the recruitment application process below:

Please submit your completed application for employment form, CV and personal statement outlining your skills, experience and why you would make a great addition to the team by email to

Job reference: FITA/062021

By applying for this vacancy, you are giving us consent to process your details under the GDPR regulations.