IT Service Delivery Analyst (Volunteer)

Here at Youth4Youth, we have grown a strong, tight-knit community of individuals who are passionate about making a difference and improving the lives of young people across the UK. Our growing team of volunteers all contribute, significantly, to the impact that we have as a charity on our direct beneficiaries, regardless of the department that they work in of the level of time that they are able to commit. Our services primarily offer a peer-support network to young people right across the UK, allowing them to access a peer mentor who is of a similar age to them and somebody that they feel more comfortable speaking with.

If successful, you will be joining a growing team of diverse, but likeminded individuals, collaborating to increase the reach of the Charity and improve support provisions available to young people. All of our volunteers and employees are remote workers, but that doesn't stop us keeping in touch and maintaining a strong positive culture amongst our whole team.  

About the role

The IT Service Delivery Analyst is responsible for resolving issues related to Youth4Youth’s IT systems and processes. Their role involves understanding queries raised by volunteers; responding to technical issues; knowledge management; operating of service desk and suggesting/implementing improvements to the overall effectiveness of the IT systems and processes

Responsibilities 

• Creation of IT new demand process to allocate new projects and other delivery.
• Creation of IT Service Desk shopfront to support volunteers with IT related request items, queries and issues.
• Organise and maintain volunteer guides and internal technical documentation across platforms such as Azure DevOps, GitHub and SharePoint.
• Respond to IT issues when they arise and resolve them efficiently, utilising skills in the IT team where needed.
• Provide IT support to volunteers by troubleshooting and resolving issues.
• Identify opportunities to update Youth4Youth’s IT systems to increase effectiveness and suggest improvements accordingly.
• Support the IT Operations Coordinator in service delivery elements of IT projects.

Skills 

• Enthusiasm and willingness to learn about Youth4Youth’s IT systems and processes.
• Familiarity with Service Desk ticket systems.
• Strong verbal and written communication skills.
• Familiarity with low/no code application building utilities preferred (e.g Microsoft Power Platform).
• Excellent problem saving and analytical skills.
• Organisational skills and the ability to deliver set tasks on time.
• Strong IT skills and proficient use of Microsoft applications.

Our mission is to continue to grow towards becoming one of the best charities in the UK. Our aim is to do this by building a diverse team, rich with different backgrounds and perspectives. Therefore, even if you feel you only are a 75% match, we would still love to hear from you. Skills can be learned, but diversity cannot.

Benefits of volunteering with Youth4Youth

We recognise that you will be joining us and giving your time as an 'in-kind' donation, but there must be benefits for you too. When joining our team, you will be open to the following benefits:

• Professional and personal development opportunities in a variety of skill areas through volunteering in real roles. This may be general development or tailored to your specific needs or ambitions
• Becoming a member of a strong network of likeminded individuals, spread across the UK, who you can connect with and collaborate with both within and outside of the Charity
• Access to bespoke discounts, specifically designed for non-profit workers and Youth4Youth volunteers
• Opportunities to truly shape the future of the Charity, having a direct influence over the impact that Teenage Helpline has on its direct beneficiaries

The hiring process

Our hiring process typically has two stages 

1. Video or Written Application (when applicable) 
2. Interview with the Volunteering Coordinator for that role

Some roles will have extra stages but we’ll let you know as early as possible if so.

Please let us know if you require any accommodations for the interview process, and we’ll do our best to assist.