HybridHybrid; required to attend the Chiswick office in London as needed.
IT OperationsIT Service Desk & End User Support
About the job
Requirements
A degree or studies in information technology, computer science, or a related subject, or similar hands-on experience.
Basic knowledge of laptops, mobile devices, and common software, including how to solve everyday IT problems.
A genuine interest in IT security, privacy, and compliance.
Good communication skills and a friendly approach.
Good organisation and attention to detail, including care when handling confidential information.
Curiosity and eagerness to learn.
Agility and openness to change.
Availability on Mondays.
Responsibilities
Answer day-to-day IT support requests from colleagues.
Support user onboarding, changes, and offboarding, including setting up and removing access.
Provide on-site support at the Chiswick office, including resolving network and Wi-Fi issues.
Prepare, swap, and collect laptops, mobile devices, and accessories throughout their lifecycle.
Participate in the Hardware Refresh Project to replace older laptops.
Assist the IT Operations Manager with the hardware purchasing process, including comparing quotes and specifications and placing orders.
Keep device and asset records up to date in SnipeIT.
Manage the process for retired devices, including secure data erasure and recycling.
Support device patching, updates, and regular maintenance.
Collect evidence and documentation for Cyber Essentials Plus and ISO 27001 via Vanta.
Monitor and enforce access control and security policies.
Track software licences, renewals, and subscriptions.
Write and update IT guides and knowledge base articles.
Participate in small, controlled trials of AI tools and automation.
Support IT projects, including moving IT ticketing to Jira Service Management and setting up a global SIM provider.
Desired Qualifications
Some experience with ticketing tools such as Jira.
About Element.
Element develops a sovereign, interoperable and secure communications platform for government, defence and public sector organisations.
We are a for-profit company committed to open source, building on Matrix; the open communication standard created by the same team behind Element. Element works closely with organisations including the NATO, United Nations, and more than 35 governments to provide sovereign workplace solutions for public administration.
We are building something important for highly regulated and security-sensitive environments, and we cannot do that without a diverse and high-performing team. Our hiring process is designed to be respectful, transparent and fair.
Our Values.
We care about the greater good
We work together in the open
We are proud of how we serve our customers
We are ambitious and iterate rapidly
About you.
What we're looking for.
A degree or studies in IT, computer science or a related subject, or similar hands on experience
Basic knowledge of laptops, mobile devices and common software, and how to solve everyday IT problems
A real interest in IT security, privacy and compliance
Good communication skills and friendly approach
Good organisation and attention to detail, and care when handling confidential information
Curiosity and eagerness to learn
Agile and open to change
Bonus points if you also have:
Some experience with ticketing tools such as Jira
About the role.
The impact you’ll make. As our IT Support Trainee, you will be the hands-on support that makes our IT function even stronger! You will look after devices, help colleagues with their everyday IT needs, and keep things running smoothly in our Chiswick office.
This is a great first step into a career in IT. You will learn how IT, security and compliance work in a company that supports governments, NATO and the United Nations. You will also get the chance to explore how AI and automation can make IT work simpler and faster.
📌 This role is part time (24 hours/week) on a 6-month fixed term contract. You must be available Mondays
What you’ll be doing.
End user support
Answer day to day IT support requests from colleagues
Support onboarding, changes and offboarding of users, including setting up and removing access
On-site support at the Chiswick office, including network and WiFi issues
Devices and assets
Prepare, swap and collect laptops, mobiles and accessories during their full lifecycle
Be involved in the Hardware Refresh Project (to replace older laptops)
Assist IT Ops Manager with hardware purchase process, including comparing quotes and specs and placing orders
Maintain device and asset records up to date in SnipeIT
Manage process for retired devices, including secure data erasure and recycling
Security and compliance
Support device patching, updates and regular maintenance
Collect evidence and documentation for Cyber Essentials Plus and ISO 27001 (via Vanta)
Monitor and enforce access control and security policies
Improvement and projects
Track software licences, renewals and subscriptions
Write and update IT guides and knowledge base articles
Take part in small, controlled trials of AI tools and automation
Support IT projects, such as moving our IT ticketing to Jira Service Management and setting up a global SIM provider
About joining Element.
Salary Range. For 6 months (24h/week): £8,400 - £10,500 (If that helps, annual equivalents are: 24h/week: £16k - £21k or 40h/week: £28k - £35k)
Where we're located. This role is hybrid and will be required to come to our Chiswick office in London as and when required. It is located near Turnham Green tube station.
What we offer.
Meaningful, mission-driven work in open source
32 days of annual leave (pro rata)
Healthcare cover
Professional development budget
Access to a wellbeing platform
Home Office allowance
Company socials
Family-friendly environment
Our hiring process.
HR Initial Call - Up to 30 min with the Senior HR Manager/Hiring Manager 🤘🏻
First Stage interview - Up to 45 min with the IT Operations Manager 💻
Last stage interview - Up to 45 min with the Head of Support ✅
Equality, diversity, and inclusion. Element does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.
Your personal data will be processed in accordance with our privacy policy.