Job Title: Helpdesk Analyst

Location: Swansea, Wales

Salary: £25'000 to £28'000

Working Pattern: 37.5 Hours Per Week (Hybrid)

Who We Are

Our values reflect us all and they’re at the heart of everything we do. They set out our culture, the way we behave and the way we do things. Our colleagues are passionate, kind, and resilient, and they go the extra mile for the people we support and each other. We have this expectation of all our colleagues.

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’.

Role Overview

Reporting to the Helpdesk Team Leader, you play a key part in ensuring the smooth operation of our systems and essential support to our colleagues. You apply your technical skills, problem-solving abilities, and customer service expertise to resolve issues promptly and effectively. You thrive in a fast-paced environment, enjoy troubleshooting technical challenges, and have a passion for delivering exceptional service.

Your Responsibilities

• Provide timely 1st line technical support to internal users for IT queries and incidents, ensuring service levels are maintained to the highest standards.
• Create, delete, and amend user accounts across all systems.
• Identify, investigate, and resolve basic IT issues efficiently, offering basic solutions and/or workarounds, minimizing the number of calls being passed to other support teams.
• Update the ticketing system with high-quality information, allowing other colleagues to understand the status and actions performed, enabling downstream trend analysis.
• Escalate complex issues to the relevant team for further resolution.
• Proactively recognize and report trends to the relevant team for further attention.
• Assist with User Acceptance Testing (UAT) and other agreed IT maintenance tasks.
• Maintain accurate and comprehensive documentation of IT-related procedures and resolutions.
• Capture user feedback for subsequent analysis to inform future IT development.

The Main Skills and Experience for This Role

Essential

• 1+ years 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.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Problem-solving skills to identify issues and determine appropriate solutions.
• Ability to work well within a team and escalate issues when necessary.
• Ability to document issues, solutions, and procedures clearly and concisely.
• Understanding of ITIL and basic cybersecurity principles.
• Honesty, reliability, trustworthiness, and a passion to make a difference.

Desirable

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

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, 5.6 weeks annual leave, flexible working hours and pension. 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 over 1,300 people.

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

INDF