1st line IT Helpdesk Engineer

Creative Cardiff; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

A cultural organization in Wales seeks a 1st line IT Helpdesk Engineer to provide IT support to staff and residents. The role involves monitoring helpdesk operations, responding to support requests, and ensuring effective service delivery. Ideal candidates will have experience with Microsoft systems and excellent communication skills. Competitive benefits including 25 days annual leave, enhanced pension, and health plans are available.

Benefits

25 days of annual leave

Enhanced pension scheme

Health cash plan

Life assurance of 4x annual salary

Flexitime policy

Qualifications

• Ability to communicate clearly and professionally with non-technical audience.
• Experience with Microsoft endpoint and productivity systems.
• Excellent customer facing skills.

Responsibilities

• Monitor IT Helpdesk during business hours, cover with team members as needed.
• Respond to support requests professionally and in a timely manner.
• Manage helpdesk activity, conduct root cause analysis.

Skills

Communication

Customer facing skills

Attention to detail

Tools

Microsoft 365

Windows 11

Job description

About WMC/Our Department

WMC is a home for the arts in Wales, and a cauldron of creativity for the nation. We fire imaginations by curating world-class, critically acclaimed touring productions, from musical theatre and comedy to dance, cabaret and an international festival. We kindle emerging talents with fresh, provocative, and popular pieces of our own, rooted in Welsh culture. And we ignite a passion for the arts in young people with life-changing learning experiences and chances to shine in the spotlight.

The Technology Services Department is responsible for managing and supporting the technology infrastructure that enables Wales Millennium Centre and its residents to operate efficiently, securely, and innovatively. It plays a critical role in both day-to-day operations and long-term strategic planning. As the 1st line IT Helpdesk Engineer, you will be the first point of contact for all staff and residents that require IT support, and will be required to provide an exceptional level of service in what is a fast paced and dynamic department, working closely with the Head of Technology Services & Customer Relations on strategic projects.

Innovation is important to us and a big part of the work we do in the Technology Services team. Within the last few years we have implemented sophisticated cyber security systems, rolled out enterprise level WiFi across the building, recently upgraded to the latest version of our core CRM and ticketing system (known as Tessitura) and implemented a new cloud-based omnichannel system (integrated phone, email, and webchat) in our contact centre.

Coming up, we have a number of exciting projects. We are looking to implement a new ticket delivery and pre-show drinks app, a site wide refresh of our core internal networking and switching infrastructure, and some potentially transformative AI based automation processes and systems.

There will also be a major project in the next couple of years when we open our new digitally immersive building 400 yards from our iconic building. This will involve implementing cutting edge technology that will fire the imagination across Wales and beyond.

About The Role And Responsibilities

This is an exciting time to work as part of the Technology Services team. We are looking for a dynamic individual who will be able to help service the IT needs of our staff and residents; as well as coming up with innovative new ideas and ways we can improve how technology is utilised within the business.

As the 1st line IT Helpdesk Engineer, you will report directly to the IT Operations manager, helping to run and maintain our daily IT support operations on site. Your job will include:

• Ensuring the IT Helpdesk is monitored within business hours, seeking cover from other team members where appropriate; motivating and mentoring members of the team.
• Responding to support requests from customers in a professional & timely manner, providing solutions and feedback within agreed service levels, escalating where appropriate.
• Proactively manage the volume of helpdesk activity, conducting root cause analysis and recommendations for improvement to drive continuous improvement.
• Innovation and problem solving to ensure an effective IT helpdesk service.
• Diagnosing & resolving technical issues across a range of devices.
• Performing remote troubleshooting through diagnostic techniques and asking pertinent questions.
• Carry out installation and configuration of authorized hardware and software as required.
• Using your interpersonal and communications skills to build strong relationships with our teams, suppliers and external stakeholders.
• Administering accounts for starters and leavers, configuring devices as appropriate.
• Conducting access reviews across software such as Microsoft 365, Active Directory and other SaaS solutions.
• Ensure patch compliance for endpoints and end-user software, rolling out new updates as required.
• Maintain asset registers and inventory logs as required.
• Responsible for the technical setup at Big Staff meetings.
• Ensure confidentiality is maintained at all times and compliance with General Data Protection Regulations.
• Undertaking other duties appropriate to the level of the post.

Your role may be subject to a DBS check.

Key Requirements

• Ability to communicate clearly and professionally, tailoring language as appropriate to explain technical issues to a non-technical audience.
• Ability to balance several workstreams simultaneously, prioritizing appropriately.
• Experience of Microsoft endpoint and productivity systems such as Windows 11 and Office 365
• Excellent customer facing people skills
• Meticulous attention to detail, ensuring work is carried out “right first time”

What’s in it for you?

• 25 days of annual leave plus bank holiday, based on a 35-hour week, pro rata for part time.
• Enhanced pension scheme.
• Enhanced maternity, paternity, adoption, and shared parental leave (subject to length of service).
• Health cash plan: receive money towards dental and optical care, complimentary treatments such as chiropractic, osteopathic and acupuncture treatments.
• Medical Assistance membership which includes remote access to GP, counselling, and physiotherapy sessions.
• Employee assistance programmes which include access to support services for legal, financial, and family concerns.
• Life assurance of 4x annual salary.
• Opportunity to apply for tickets to productions.
• CLWB – Our employee social group
• NEWID – our Equality, Diversity, and Inclusion networking group who meet monthly to discuss new ideas and training opportunities to improve all aspects of employment at WMC.
• Free access to learn Welsh online
• £5 all-day parking available on working and non-working days.
• 35-hour working week including a flexitime policy to assist with varying start and finish times around personal commitments (and operational needs).

At Wales Millennium Centre, our commitment to diversity and inclusion goes beyond words; it is a fundamental aspect that guides our actions. Adhering to the principles outlined in Section 158 of the Equality Act 2010, we actively embrace positive action in our recruitment and selection processes. Recognising the underrepresentation of specific groups, particularly individuals with disabilities, and those from Black, Asian, and ethnically diverse backgrounds, within our workforce, we have implemented proactive measures to address this disparity.

Through our positive action approach, applicants of our advertised roles from these underrepresented groups, meeting the minimum criteria detailed in the role profile, will be shortlisted for interview selection. Our commitment extends beyond meeting legal obligations; we aspire to cultivate a workplace that authentically embraces the rich diversity of our global society.