IT Support Engineer

TipTopJob; Cardiff; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A national charity organization based in Cardiff is urgently seeking a Service Desk Support Analyst to provide essential IT support to around 1200 staff. The role involves managing user accounts, troubleshooting hardware and software issues, and utilizing IT Service Management tools. Competitive benefits are provided, including hybrid work options and professional growth opportunities. Candidates need prior experience in a Service Desk role and must be eligible for SC security clearance.

Benefits

Pension and life assurance

25 days annual leave (pro-rata)

Voluntary benefits such as season ticket loans

Cycle to work scheme

Qualifications

• Prior Service Desk experience in a Microsoft Windows environment.
• Ability to manage multiple incidents and provide customer service.
• Strong attention to detail and organization skills.

Responsibilities

• Provide 1st and 2nd line support to staff nationally.
• Manage user accounts and provide hardware and software support.
• Troubleshoot and diagnose technical issues as needed.

Skills

Experience in 1st / 2nd line Service Desk support

Windows Active Directory and Microsoft EntraID

Hardware installation and troubleshooting

Network support and configuration

Microsoft Windows 10/11 and MS Office installation

Desktop and browser security components

Voice Over IP telephony support

Experience with IT Service Management tools

Multitasking and organizational skills

Excellent communication skills

Job description

We currently have an urgent vacancy for a Service Desk Support Analyst / IT Support 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 organisations 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 GBP 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 accounts, 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 and MS Office 2016 and 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
• Naturally, as the role involves supporting users nationally you will have 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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