Job Title: IT Support Analyst

Location: Swansea, Wales

Salary: £28'000 to £30'000 Per Annum

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 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 IT & Systems and the 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

IT Support

• Provide timely 2nd line remote technical support to internal users for all desktop/laptop equipment and application queries and incidents, ensuring service levels are maintained to the highest standards.
• Provide excellent levels of customer service and ensure service levels are maintained to the highest standards.
• Ensure colleagues are kept up to date and aware of the status of their query.
• Update the ticketing system with high-quality information, allowing other colleagues to understand the status and actions performed, enabling downstream trend analysis.
• Identify, investigate, and resolve application issues efficiently, offering basic solutions and/or workarounds.
• Escalate issues which cannot be resolved remotely to the relevant team or external vendor for further resolution.
• Create and update documentation and processes which are clear, concise, and meet the requirements of the 1st line support.
• Maintain accurate and comprehensive documentation of application-related procedures and resolutions.
• Proactively recognise and report trends to the relevant team for further attention.
• Work with the wider IT & Transformation teams to implement IT initiatives by carrying out technical/administrative tasks.
• Assist with User Acceptance Testing (UAT) and other agreed application maintenance tasks.
• Make recommendations on how service levels and infrastructure working practices may be improved to enhance productivity or reduce downtime.
• Capture user feedback for subsequent analysis to inform future application development.

The Main Skills and Experience for This Role

Essential

• Proficiency in managing and troubleshooting Windows environments.
• Experience with device management tools (Intune, MDM tools e.g., SOTI).
• Solid experience of working with Microsoft 365 and its administration. Good understanding of M365 tools and services.
• Solid understanding of network and security principles.
• Ability to troubleshoot complex network issues.
• 2-3 years in an end-user computing or desktop support role.
• Familiarity with service desk software.
• Demonstrated ability to resolve complex technical issues.
• Experience in working with external vendors for advanced support.
• Strong technical troubleshooting and analytical skills.
• Good communication skills and ability to collaborate with team members and escalate issues where necessary.
• Excellent customer service skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.
• Problem-solving skills to identify issues and determine appropriate solutions.
• Good understanding of ITIL and cybersecurity principles.
• Ability to document issues, solutions, and procedures clearly and concisely.
• 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.).
• Experience supporting the following applications:
• HRIS
• Recruitment
• Workforce Management
• Care Planning

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 scratch cards 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
• Your birthday off after a years service!

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 confidential Employee Assistance Programme with qualified counsellors
• 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