IT technician

TipTopJob; Cardiff; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A national charity organization in Cardiff is looking for a Service Desk Support Analyst to provide 1st and 2nd line support to around 1200 staff. The role requires experience in a Microsoft environment, including Active Directory and technical troubleshooting. The position offers a salary of GBP 26,150, hybrid working options, and a range of benefits. Security clearance is necessary, reflecting the organization's commitment to public service and safety.

Benefits

Pension

Life assurance

25 days annual leave

Season ticket loans

Cycle to work scheme

Qualifications

• Prior Service Desk experience in a Microsoft environment.
• Experience with Windows Active Directory management.
• Ability to troubleshoot hardware issues.

Responsibilities

• Provide 1st and 2nd line support for 1200 staff.
• Manage ticket logging and track incidents.
• Ensure effective communication with users.

Skills

1st / 2nd line Service Desk support experience

Microsoft Active Directory and EntraID (Azure)

Hardware setup and troubleshooting

Network support and configuration

Microsoft Windows 10/11 and MS Office troubleshooting

Desktop and browser security

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 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 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.

Important Information

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Keywords

Service Desk, 2nd Line, 1st Line, Support, Helpdesk, ITIL v3 / v4, Windows Server, AD, Active Directory, Exchange 2016, Windows 11 and 10, Office 2016, O365, Firewall, Antivirus, Anti:Virus, Antispyware, Spyware, Broadband, ADSL, VPN, Microsoft Dynamics CRM, Track:IT, Skype for Business, VOIP, Networking, Azure, IT technician, IT support engineer, IT engineer, 1st line support engineer, 2n