Vacancy Location: Swansea, Wales (hybrid position - mixture of office and WHF)

Shifts: Full-time 37.5h hours per week (Monday to Friday - 9am till 5pm)

Pay Rate: £25,000 - £28,000 per annum (dependent on experience)

Sponsorship: This service does not provide support for visa sponsorship

Who We Are  

We’re here to support people to flourish in a place they call home. We’re one of the largest providers of adult social care with over 4,000 colleagues supporting 1,300 people. Our approach is all about activities and co-production with the people we support. We work with them to design and plan what we do – so we can create the best experiences together.

We're very proud to be recognised as one of the best organisations to work in by ‘The Sunday Times Best Places to Work 2024’. 

And we’re on a mission to benefit even more people with our uncompromising quality of care and support. It’s the professional expertise and passion of our team that makes us different. We genuinely care and we love supporting people to set and then reach their goals. Because every person deserves the very best experience – every day.

Role Overview 

In this role, you will play a key part in ensuring the smooth operation of our systems and provide essential support to our colleagues. You will have the opportunity to apply your technical skills, problem-solving abilities, and customer service expertise to resolve issues promptly and effectively.

If you thrive in a fast-paced environment, enjoy troubleshooting technical challenges, and have a passion for delivering exceptional service, we encourage you to apply and become part of our team.

Key Responsibilities:

• First Line Support: Provide timely technical support to internal users for application queries and incidents.
• Troubleshooting: Identify and resolve application issues efficiently, offering basic solutions or workarounds as needed.
• Issue Escalation: Escalate complex issues to the Application Manager or relevant teams for further resolution.
• Trend Identification: Recognise and report trends to the Senior Application Manager for proactive attention.
• Administrative Support: Assist Application Managers with User Acceptance Testing (UAT) and other administrative tasks.
• Documentation: Maintain accurate and comprehensive documentation of application-related procedures and resolutions

Essential Skills

• 1+ years of experience in an IT support or service desk role

• Good knowledge of Windows operating systems

• Proficiency in MS Office Suite, including M365, SharePoint, Teams and common business applications

• Basic troubleshooting of network issues

• Familiarity with service desk software

• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non-technical users.

• Honesty, reliability, trustworthiness and a passion to make a difference.

• Understanding of ITIL and basic cybersecurity principles.

• Ability to document issues, solutions, and procedures clearly and concisely.

• Ability to work well within a team and escalate issues when necessary.

• Problem-solving skills to identify issues and determine appropriate solutions.

• Ability to prioritise and manage multiple tasks in a fast-paced environment.

Desirable Skills

• Previous experience working in the care sector
• Knowledge of common operating systems (macOS, iOS, Android)
• Related qualifications/certifications (Microsoft, Cisco, CompTia A+ etc.)

If you’re ready for a job that can truly make a difference and you’re up for a challenge, then this is the team for you.

How we will support you 

We go beyond expectations for our colleagues as well as the people we support. Our reward package includes much more than pay, 25 days of annual leave + bank holidays and pension.

Your birthday off with pay after a year of service and there is a £300 refer a friend scheme too!

Industry-leading recognition 

• Colleague Lotto – giving everyone the opportunity to win great cash prizes.

• Prize winning Scratchcards aligned with values in action!

• We recognise our Colleagues who go above and beyond – our ‘Heroes’ are nominated by colleagues for quarterly and annual awards.

• Loyalty Scheme recognising colleagues at work anniversaries.

Social Wellbeing 

• Award-winning App for news and info.

• Internal social media.

• Team communities.

** Financial Wellbeing **

• Discounts include high street, supermarkets, flash sales, gym memberships and more.

• Blue Light discount programme, funded by us.

• Salary Finance scheme for lower cost loans and to save for special occasions or rainy days.

• Government mileage rates if you need to travel.

Emotional Wellbeing 

• Free wellbeing App.

• Practical advice covering things like consumer rights, anxiety, childcare and more.

** Training and development to reach your potential **

• Learning journey that grows with you to reach care worker standards.

• Specialist skills training including Autism, Dementia and Mental Health.

• Career pathways that include flexible apprenticeships and nationally recognised qualifications.

• Cover the cost of relevant professional memberships.

5 more reasons to work with ivolve 

1. Our people are pretty fabulous. We take pride and pleasure in helping others to flourish.

2. There’s a great energy across the business and a strong sense of teamwork.

3. Very few jobs have such an impact on people’s lives – we bring joy to people every day.

4. We have a proud history, we’re a big organisation of over 4,000 colleagues supporting around 1,300 people.

5. We build and nourish relationships with the people we support.

INDF