IT Engineer

Additional Resources; United Kingdom; Hybrid; GBP 27,000; Full time

Job summary

A national charity is seeking a Service Desk Support Analyst to provide 1st and some 2nd line support to around 1200 staff within a hybrid working model. You will manage user access, troubleshoot hardware and software issues, and support network configurations. The ideal candidate will have prior Experience in Service Desk roles and must secure SC clearance. The role offers competitive benefits, including 25 days of annual leave and other perks.

Benefits

Pension and life assurance

25 days annual leave (pro-rata)

Voluntary benefits like cycle to work scheme

Qualifications

• Experience providing 1st and 2nd line technical support in a Service Desk environment.
• Competent in managing user access with Windows Active Directory.
• Able to perform hardware setup and troubleshooting across multiple devices.

Responsibilities

• Provide 1st and some 2nd line technical support for 1200 staff.
• Ensure issues are resolved efficiently while maintaining excellent service.
• Handle approximately 35-40 tickets daily in a fast-paced environment.

Skills

1st / 2nd line Service Desk support experience

Windows Active Directory and Microsoft EntraID

Hardware setup and troubleshooting

Network support installation and configuration

Microsoft Windows 10/11 & MS Office installation

Desktop and browser security components

Voice Over IP telephony solutions

IT Service Management tools experience

Excellent communication skills

Job description

We currently have an urgent vacancy for a Service Desk Support Analyst / IT Engineer on behalf of our client, a National Charity, based in the St Mellons area of Cardiff. Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment.

Due to the nature of the organisation's public services, you will be expected to go through and obtain SC security clearance and NPPV2 Police Vetting before starting the role. Therefore, you must have been a working resident in the UK for the last 4 years. Alternatively, already hold current SC security clearance.

This is a permanent role offering hybrid working options (at least 3 days in office), a salary of £26,150 and benefits.

We are looking for an individual who can offer prior Service Desk (Helpdesk Support) experience in a Microsoft Windows environment providing 1st with some 2nd line technical support including application support of bespoke applications (CRM).

We need someone who can offer:

• Experience of working in 1st / 2nd line Service Desk support role
• Windows Active Directory and Microsoft EntraID (Azure), managing computer and user, groups and containers
• Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
• Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl. switches, routers and firewalls
• Microsoft Windows 10/11 & MS Office 2016 & O365 installation, configuration and troubleshooting
• Desktop and browser security components: including site security certificates, firewalls and anti-virus
• Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
• Experience with IT Service Management tools i.e. ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
• Ability to multitask across multiple incidents, be organised and have a keen eye for detail
• Excellent communications skills, both verbally and written.

The service desk operates between the hours 9.00 to 17.00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country. This is a high-volume environment, and you will be dealing with circa 35-40 tickets a day. The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.

In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world-class services.

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