Trainee Service Desk Analyst

Download Job Description [PDF]

Job title: Trainee Service Desk Analyst

Job reference number: SBM085/089

Contract: Permanent, full time, 35 hours per week (0800 – 1800)

Location: Primary working location will be Kings Hill with rota’d travel to our London office. This role is hybrid working with an average of three days in the office and two at home.

Salary: circa £26,000 per annum.

  1. Are you ready to kickstart your IT career as a Trainee Service Desk Analyst and make a difference?
  2. Keen, inquisitive, and eager to learn about IT within the voluntary sector? This role is for you!

We’re looking for talented individuals to fill our Trainee Service Desk Analyst roles to join our IT Department at Charities Aid Foundation (CAF).

What you’ll do

At CAF, every one of us contributes to our impact, and as our Trainee Service Desk Analyst you too will play an integral part in what we do.

Your primary purpose will be to provide essential first-line technical support to the various business areas within CAF, ensuring seamless IT operations that empower our mission-driven work. You'll play a crucial role in diagnosing and resolving various technical issues and delivering exceptional customer service. This position is not just about resolving IT problems; it's about facilitating our impactful work in supporting charitable initiatives globally. Your contributions will assist your business colleagues to operate efficiently and effectively, driving positive change in communities worldwide.

As our Trainee Service Desk Analyst, you will:

  • Provide excellent firstline technical support to internal users, ensuring prompt resolution of issues.
  • Log, prioritise, and track incidents and service requests using CAF’s chosen ITSM system.
  • Diagnose and troubleshoot hardware, software, and networkrelated problems, escalating complex issues to higher-level support when necessary.
  • Communicate effectively with our customers and our thirdparty suppliers providing updates and ensuring they are informed about the status of their requests.
  • Participate in training programs to gain knowledge of company systems, procedures, and best practices, including industry standard qualifications.
  • Seek feedback and actively participate in continuous improvement initiatives to enhance service desk operations as well as the IT department in general.

Who you’ll be

This role is for you if you have experience of working in Customer Services, IT or have relevant transferable skills and are keen to make a difference to society. We are looking for someone who can:

  • Demonstrate a strong interest in and basic understanding of IT systems, hardware, and software.
  • Show a keen ability to provide excellent customer service, with a patient and empathetic demeanour.
  • Demonstrate a highly motivated and a selfstarting attitude
  • Possess a logical approach to diagnosing and resolving technical issues.
  • Exhibits strong verbal and written communication skills, ensuring clear and effective customer interaction.
  • Adapt and adopt new technologies and processes.
  • Show a strong willingness to engage in continuous learning and professional development.

What’s in it for you

At CAF you will receive:

  • Permanent hybrid ways of working where roles allow
  • Six weeks holiday plus bank holidays
  • A wide range of development opportunities to support personal and professional growth
  • Pension scheme with better-than-market employer contribution options
  • Social impact benefit schemes

For all our employer benefits and to gain an insight into our culture and values, please visit

Who we are

At Charities Aid Foundation we accelerate social progress by providing essential connections between donors, charities and communities.

We safeguard and deliver vital donations, offer expert advisory services and financial products to donors and charities, and provide tailored charity banking through our award-winning bank CAF Bank.

Our purpose is to enable a better landscape for giving and a fair and sustainable future for all.

Diversity and inclusion

We know that the more diverse and inclusive our organisation becomes, the more creative, effective and impactful we will be. Our aim is for our workforce to represent the society we serve, and we have embarked upon an ambitious pathway to achieve this.

We want to attract, retain and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.

How to apply

The closing date for applications is 19 July 2024.

Interviews: wc 22 July 2024

We reserve the right to close this vacancy early if we receive sufficient applications for the role.

Please complete the form below, attach your CV and Cover letter, then click ‘Submit Application’ if applying via our website or send your CV and cover letter to quoting reference number SBM085/089.

We welcome applications from everyone who feels they meet the criteria, regardless of age, sex/gender, disability, race, religion, national origin, sexual orientation, marital, veteran or parental status.

Don’t meet every single requirement? If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway. You may just be the right candidate for this or other roles.

As a Disability Confident Employer, we guarantee to interview disabled applicants who meet the minimum criteria for the role. Please indicate on the application form if you would like to be considered as part of the Disability Confident Scheme.

To apply for this role you must be able to provide proof of your Right to Work in the UK.

So we can support you to be your best during the application or interview process, please contact our Recruitment team at or 03000 123 566 to request assistance or reasonable adjustments.


Job Reference: SBM085/089

Apply for this role