IT technician

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

Job summary

A national charity is urgently hiring a Service Desk Support Analyst in Cardiff. This permanent role offers hybrid working and a salary of £26,150. Responsibilities include providing 1st and some 2nd line support to around 1200 users, managing user accounts and troubleshooting hardware and network issues. Ideal candidates will have prior experience in a similar role, strong communication skills, and familiarity with ITIL environments. Comprehensive benefits include annual leave and pension schemes.

Benefits

Pension and life assurance

25 days annual leave (pro-rata)

Voluntary benefits like season ticket loans

Cycle to work scheme

Qualifications

• Must have prior Service Desk experience in a Microsoft Windows environment.
• Familiarity with ticket logging software and ITIL aligned environments is required.
• Must be a working resident in the UK for the last 4 years or hold current SC security clearance.

Responsibilities

• Provide 1st and 2nd line support for circa 1200 staff.
• Manage user accounts and assist with hardware and network support.
• Resolve approximately 35-40 tickets a day.

Skills

Experience of working in 1st / 2nd line Service Desk support role

Windows Active Directory and Microsoft EntraID (Azure)

Hardware setup, installation, troubleshooting

Network support, Installation, configuration

Microsoft Windows 10/11 & MS Office installation

Desktop and browser security components

Supporting Voice Over IP telephony solutions

Experience with IT Service Management tools

Ability to multitask

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 £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).

Key Skills & Experience

• 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 & 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
• 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: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.

Additional Resources Ltd is an Employment Business and an Employment Agency as defined with