IT Support Technician

CONSUMERS' ASSOCIATION; Cardiff; Híbrido; GBP 28.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

28 days holiday + Bank Holidays

Generous pension scheme

Healthcare insurance

Which? content access

Descripción de la vacante

Which? in Cardiff is seeking an IT support specialist to provide 1st-3rd line support in a user-focused environment, ensuring incidents are resolved within SLA. You will manage tickets, assist with desktop/laptop, software and device configurations, and support project delivery.

The role is hybrid with a minimum of two days on site in Cardiff. You should be comfortable working under pressure, prioritising tasks and collaborating with colleagues. Jira experience is desirable.

Formación

• Provide 1st/2nd/3rd line IT support in a user-focused environment within SLA.
• Experience with Windows, macOS and general application support.
• Familiarity with IT ticketing systems and incident management.

Responsabilidades

• Provide 1st, 2nd and 3rd line IT support to users and project delivery support, resolving incidents and queries, giving advice, and recommending solutions within defined SLAs.
• Record requests and incidents in the IT ticketing system. Own and manage tickets through to resolution, ensuring the requester is always informed of the progress.
• Monitoring of key systems and platforms. Undertake housekeeping, maintenance, and administrative tasks appropriate to the role.
• Troubleshoot issues and gather all information required before assigning, if necessary, to other Support Groups or escalating to specialist resources.
• Commissioning new or replacement equipment for customers.

Conocimientos

IT troubleshooting

Windows

macOS

Application support

Ticketing system

Herramientas

Jira

Descripción del empleo

Kiosk mode

• Cardiff

• Technology

• Permanent

This role offers a competitive salary, hybrid working, 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this.

Salary £28,000 - £32,000 per annum

Location: Cardiff/Hybrid (expected min two days per week on site in our Cardiff Office but flexibility may be required occasionally to do more than 2)

About the role

You will be providing excellent 1st, 2nd and 3rd line support in a user focused environment, ensuring that there is an informed and effective use of IT services, and that desktop/laptop, software and application incidents and queries are resolved within SLA.

Key responsibilities include: .

• Provide 1st 2nd and 3rd line support to users and project delivery support, resolving incidents and queries, giving advice, and recommending solutions within defined Service Level Agreements (SLAs) whilst adhering to company policies and procedures.
• Record requests and incidents in the IT ticketing system. Own and manage tickets through to resolution, ensuring the requester is always informed of the progress.
• Monitoring of key systems and platforms. Undertake housekeeping, maintenance, and administrative tasks appropriate to the role.
• Troubleshoot issues and gather all information required before assigning, if necessary, to other Support Groups or escalating to specialist resources.
• Commissioning new or replacement equipment for customers.

About you:

• IT troubleshooting skills (Windows, macOS, application support.
• Windows, Mac and mobile device configuration and maintenance experience.
• Ability to work under pressure whilst managing priorities and tasks.
• Capable of working independently and within a team.
• IT ticketing system experience (preferably Jira).

The interview process for this role involves:

• 40 minutes Teams call with competency based questions.

Benefits

We also have these benefits for you to consider:

• 35 hour working week
• Generous 28 days holiday a year plus Bank Holidays & Option to buy additional days
• Excellent pension scheme - when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)
• Discount site Pluxee which offers large %% off every day shopping and holidays
• Annual Award (depending on employee and company performance)
• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
• A discretionary death in service benefit provision equivalent to six times your annual salary
• Free access to Which? member content and free access to Which? money & legal helplines
• Free wills for all Which? employees, plus, partners of employees can make their will at cost price.
• Work from (almost) anywhere" for 4 weeks of the year policy

About Which?

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. You can find out more about what we do, our people and culture as well as hints and tips on how to complete your application on our Careers site.

We're proud to be ranked 3rd in the 'Top 25 Inclusive Employers' List 2024. We welcome applications from everyone, because we value diversity, and are committed to maintaining an inclusive culture where all can thrive and reach their full potential - because diverse perspectives help us better understand and positively impact consumers.

Please note:

1. You must meet the essential criteria listed within the Role Profile, to have your application reviewed.
2. Applications should be submitted via our online careers site, we are unable to accept applications by email. However, if you require an alternative application method as a reasonable adjustment, please contact us using the details above.
3. We reserve the right to withdraw this advert at any given time due to the number of applications received

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