End User Computing Support Specialist

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Cardiff Council ICT are seeking an ICT Support Analyst to join a busy team delivering end-user computing across council services. The role focuses on maintaining hardware/software, providing second-line support, and contributing to ICT projects within a Microsoft-based environment.

You will work with Windows desktops/servers, Microsoft 365, Azure and Entra, ensuring SLAs and customer satisfaction while maintaining documentation and promoting knowledge sharing.

Qualifications

• Proven delivery of excellent customer service.
• Proven ability to investigate and resolve problems in systems and services including root causes and remedies.
• Proficient at deploying and supporting Windows OS and Microsoft 365 in an AD/Entra environment.
• Good knowledge of end user computing, IT infrastructure and enterprise device support.
• Working knowledge of TCP/IP and networked IT infrastructure.

Responsibilities

• Install, maintain and manage end user computing hardware and software to meet the needs of the organisation.
• Respond as a second line of support to incidents and requests ensuring SLAs and customer satisfaction.
• Identify and investigate hardware and software problems using defined procedures and diagnostic tools.
• Resolve performance issues and associated errors.
• Act as an escalation point for end user computing changes, requests, incidents and problems.
• Contribute and assist in the delivery of ICT projects.
• Support and promote knowledge sharing and updates to documentation.
• Support service improvement activities and initiatives.
• Contribute to the Service’s performance, objectives and quality standards.
• Maintain relationships with technical and support staff to ensure delivery of requirements.
• Develop, review and maintain service plans, polices and procedures.
• Prioritise health and safety and promote a safe working environment.

Skills

Customer service

Problem solving

Communication

Team collaboration

Tools

Windows OS

Microsoft 365

Azure

Intune

Active Directory

Entra

TCP/IP

Job description

Cardiff Council ICT are seeking an ICT Support Analyst to join a busy team delivering end-user computing across council services. The role focuses on maintaining hardware/software, providing second-line support, and contributing to ICT projects within a Microsoft-based environment.

You will work with Windows desktops/servers, Microsoft 365, Azure and Entra, ensuring SLAs and customer satisfaction while maintaining documentation and promoting knowledge sharing.