Job Title: IT Support Analyst

Location: Swansea, Wales

Salary: £28'000 to £30'000 Per Annum

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 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

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