Job Title: IT Customer Support Advisor

Location: Swansea, Wales

Salary: £25'000 to £28'000

Working Pattern: 37.5 Hours Per Week (Hybrid)

Who We Are

We’re one of the largest adult social care providers in the UK today – and we plan to keep growing and benefiting more lives.  Our support is dynamic, person-centred and fulfilling, so people can enjoy a flourishing life. We deliver care and support with energy, passion and positivity.    

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’.

Our Values

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 of our colleagues. As a leader, you’ll embody our values in action and inspire and motivate your teams them to do the same. 

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.

The Main Skills and Experience for This Role

Essential

• 1+ years in an IT support or service desk role.
• Strong communication and interpersonal skills, with the ability to explain processes clearly to non-technical users.
• A proactive and problem-solving mindset.
• Basic troubleshooting of network issues.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Basic IT literacy and willingness to learn IT systems and troubleshooting techniques.
• 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.
• Honesty, reliability, trustworthiness, and a passion for delivering excellent service.

Desirable

• Previous experience working in a care sector or similar service-driven environment.
• Familiarity with Microsoft Office Suite (Outlook, Teams, Word, Excel) and other common business applications.
• Any basic IT knowledge or experience, such as setting up user accounts or troubleshooting simple issues.

Our Support  

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!  

In addition, we also offer the following: 

• Industry-leading recognition 
• Social, financial and emotional wellbeing 
• Training and development to reach your potential  

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

INDF