END USER SUPPORT CONSULTANT

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

ICT is part of the Council's Customer and Digital Services Directorate. Its primary functions are:

• to provide high quality IT systems, support and maintenance across the organisation
• to provide strategic advice and guidance to the service areas and their directorates
• to contribute to the delivery of the Council's Digital First approach.

The ICT Service consists of several functions including:

• the Service Desk
• Enterprise Systems and Data teams responsible for the development, support and maintenance of both in-house developed and 3rd party applications
• ICT Services teams delivering network, server and end user computing services
• Security and Compliance
• Enterprise Architecture.

About the job

The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings.

You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting edge technologies.

You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews.

Main Duties and 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 including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation and resolution and ensure SLAs and customer satisfaction are met.
• 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 for the team and the wider organisation.
• Contribute and assist in the delivery of ICT projects.
• Support other team members and promote knowledge sharing and skills transfer including updating and maintaining documentation.
• Support and contribute to service improvement activities and initiatives.
• Contribute to the Service’s performance, objectives, targets and achievement of quality standards.
• Maintain effective relationships with all technical and support staff to ensure systems and information requirements are specified and delivered.
• Develop, review and maintain service plans, polices, processes and procedures.
• Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment.

What We Are Looking For From You

• Proven delivery of excellent customer service.
• Proven ability to investigate and resolve problems in systems and services including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
• Proficient at deploying and supporting current Microsoft Windows operating systems and Microsoft office suites including Microsoft 365, Azure and InTune in a Microsoft Active Directory and Entra environment.
• Good knowledge and understanding of end user computing and IT infrastructure and proficient at installing and supporting end user equipment, hardware and software in an enterprise IT environment.
• Working knowledge of TCP/IP and networked IT infrastructure.

Additional information

If you have been shortlisted, you will be invited to undertake an interview for this role which will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact Gareth Howells ([e-mail]) for a discussion.

Please note the Council does not accept CV's.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

This vacancy is suitable for post share.

Job Category ICT

Department Resources

Working Pattern/Contract Type Full Time Permanent