Job Description

Are you passionate about helping teams work smarter and faster with technology? We're looking for a

Digital Services Specialist

to play a vital role in supporting our team's IT and Salesforce needs.

As a key member of our Digital Services team, you'll be the go-to expert who builds strong, collaborative relationships with internal stakeholders, understanding their technical needs and providing impactful, efficient support.

You'll be expected to effectively resolve support requests, helping minimise downtime and keep our team moving forward, proactively identifying and resolving recurring technical challenges to reduce disruptions.

We will give you the opportunity to lead and assist with training sessions for new users, making sure they have the skills to excel from day one, as well as providing ongoing support and personalised training for all, helping them get the most out of our systems.

Part of your responsibilities will include contributing to a library of user guides, FAQs, and training materials so that everyone has easy access to resources, that will include the development and maintenance of troubleshooting documentation, giving users the tools to solve common issues independently.

If you're excited about making a difference by empowering others with technology, we'd love to hear from you! Join us to make a real impact and keep our teams working at their best.

Job Purpose:

You will play a key role in supporting the company's digital infrastructure, acting as the first point of contact for technical issues and taking ownership of data visualisation and performance reporting, including charts, graphs, tables, and KPIs. In addition, you will manage troubleshooting, training, and administrative tasks to ensure systems run efficiently. By maintaining reliable IT and digital operations, you will help drive operational performance and minimise downtime across the organisation.

Key Tasks and Responsibilities:

Business Strategy & Oversight

Support collaboration with third-party providers to ensure effective service delivery and support.

Assist in maintaining compliance with data security measures and relevant regulations, including GDPR.

Attend departmental meetings to share updates on system performance and technical needs.

Help monitor and report on key digital service metrics to support operational efficiency.

Maintain positive relationships with stakeholders, ensuring IT support aligns with business needs.

IT & System Management

Ensure data integrity through regular audits, system updates, and user support for upgrades, patches, and security updates.

Administer MS365 and other core systems, ensuring smooth user onboarding, offboarding, and access management.

Assist in setting up and configuring workstations, ensuring that hardware and software meet user requirements.

Manage and maintain internal networks, cloud services, and ensure optimal performance of hosting platforms.

Manage IT asset inventory, tracking hardware and software licences.

Provide day-to-day technical support and system maintenance, ensuring hardware, software, and cloud infrastructure perform reliably and efficiently.

Data Analysis & Reporting

Develop and maintain dashboards, charts, and visual reports to track business performance, KPIs, and service metrics across departments.

Collate and analyse data from various systems (including Salesforce, MS365, and internal tools) to identify trends, inefficiencies, and opportunities for improvement.

Support management in decision-making by providing regular data summaries, ad hoc analysis, and performance insights.Ensure accuracy and consistency of data used for reporting, maintaining strong data validation and version control processes.

Assist in the automation of data collection and reporting processes to improve efficiency and reduce manual effort.

Collaborate with department heads to understand data requirements and create meaningful reports that support business goals.

Present findings clearly through visualisations and written summaries, ensuring insights are accessible to non-technical stakeholders.

Contribute to the ongoing development of data standards, reporting templates, and performance tracking methods to enhance data-driven culture across the organisation.

Project & Resource Management

Track time spent on support tasks and monitor performance metrics to improve service efficiency.

Help maintain and populate user stories and assist with administrative tasks to ensure smooth workflow and timely documentation.

Business & Process Analysis

Analyse recurring technical issues to identify root causes and recommend process improvements.

Monitor internal service satisfaction and identify opportunities to improve IT support delivery.

Contribute to meetings by sharing updates on technical performance and user experience.

System Development & Integration

Assist with system development and integration tasks, including Salesforce configuration and third-party application support.

Update and maintain technical documentation for all systems.

Share knowledge and collaborate with team members to improve processes and solutions.

Training & Support

Build strong relationships with internal stakeholders to understand technical needs and provide tailored support.

Deliver user onboarding and ongoing training for IT systems and Salesforce.

Develop and maintain user guides, FAQs, and troubleshooting documentation to promote self-service.

Proactively identify and resolve recurring technical issues to minimise downtime.

Person Specification:

Values:

Positively supports company culture and PRIDE values

Honest, trustworthy, reliable, and flexible attitude

Calm, comfortable in a fast-changing environment

High professional standards, strong work ethic

Hands on determination and persistence to get the job done

Clear understanding of company and departmental vision.

Knowledge, Skills, and Competencies:

Positively supports company culture and PRIDE values.

Any experience in system administration or similar roles is beneficial but not required.

Eagerness to support others, helping them fulfil their roles.

Relevant Salesforce knowledge and experience are advantageous.

Strong communication skills with a high level of professionalism.

An Interest in various coding languages and frameworks such as HTML, CSS, JS, Python, Apex, SQL, M, Agile etc.

Familiarity with Microsoft Outlook, Excel, Word, and PowerPoint.

Demonstrates good judgment, organisational skills, and a proactive approach to decision-making.

Strong active listening skills and interpersonal communication.

Willingness to learn and utilise Integrated Development Environments and Version Control Systems, with prior experience being advantageous.

Job Types: Full-time, Permanent

Pay: 26,000.00-29,000.00 per year

Benefits:

Company events Free flu jabs Health & wellbeing programme
Experience:

Digital Operations: 2 years (required)
Work Location: In person