2^nd Line Support Engineer - Carlisle

My Carlisle based client has a vacancy for a 2ndLine Remote Support Engineer. They are a well-respected and established MSP with a great book of business across Cumbria and the North.

What will you be doing?

You will be responsible for delivering a professional level of remote IT Support to customers as well as assisting with routine backup monitoring. The successful applicant will be based at the Carlisle Office and will work full time Monday - Friday 08.30 - 17.00hrs.

What Skills and Experience do you need to be successful in the role?

The successful applicant would need to be able to demonstrate strong diagnostic and technical skills as well as a good level of knowledge in the following areas:

• Microsoft Windows Server including AD, DHCP, DNS & Group Policy Management.
• Microsoft Windows Desktop including Windows 10 & Windows 11.
• Active Directory & Azure Active Directory.
• Office 365 Administration including Exchange, Teams & Sharepoint.
• Networking (Switches/Firewalls/Routers/WIFI).
• Microsoft Office Applications.
• Virtualisation with Microsoft Hyper-V.
• MDM – Mobile Device Management.
• Data Backup & Recovery Methods

In support of your technical skills, you need great soft skills, organisation and the knowledge of how to get things done in a team environment.

• Strong communication skills.
• Minimum of 1 year’ experience in 2ndline helpdesk support.
• Troubleshooting complex IT issues.
• Organised and able to work in a fast-paced environment.
• High attention to detail.
• Customer focused.

What is in it for you?

In return the successful applicant can expect the full support of a highly ambitious IT company established in 2001 which includes ongoing training, competitive salary based upon experience, enrolment into the Company pension scheme which the Company contributes to, 25 days holiday per annum plus Bank holidays, a company laptop and uniform.

Salary: £30,000.00-£35,000.00 per year

IT Project Planner – FTC 6 Months - £50k pro-rata

• Are you an experienced Project Planner (IT) who would like to get some great technology projects on to your CV?
• Do you want to work with an innovative Fibre Technology business?

My client has an opening for an IT Projects Coordinator who will be responsible for planning and delivering IT projects for the whole organisation, supporting business and departmental change initiatives.

 The role has responsibility for coordinating a wide range of deliverables spanning IT services, systems, technologies and processes. 

 The position is a customer facing role requiring strong communication and organisation skills, coordinating multiple activities and workstreams from idea creation through to service deployment.  The role involves planning deliverables, tracking and communicating progress, handling risks and issues and developing collaboration across a varied stakeholder base to support IT delivery. 

 Additionally, the role has responsibility for accurately maintaining important administration activities such as project documentation and department finances in line with company budgets. 

 What will you be doing?

• Support the successful planning, implementation and communication of varied change initiatives delivering new and enhanced IT capabilities, including application and technology projects, process and control enhancements, and continuous improvements. 
• Contribute to an engaged, collaborative and high-performing team, communicating clear targets, setting expectations, encouraging collaboration and providing regular communications and feedback to stakeholders.
• Driving change projects and delivering new and enhanced IT capabilities.
• Contributing to ensuring the organisation adheres to any necessary regulations, compliance requirements and best practice in relation to cybersecurity, infrastructure and enterprise risk management.
• Development, execution & follow-up of audits, reviews, compliance & health checks on all areas of ISD projects, administration and portfolio management. 
• Day to day spend and budget monitoring/recording for ISD (actuals vs budget) with input into ongoing budget planning.
• Maintaining important administration activities such as project documentation in line with company requirements.
• Preparation of materials to communicate project, activity & financial status/progress/risks/issues/metrics to key stakeholders including senior executives.
• Contributing to control initiatives as required, including contract, procurement and budget management, risk and issue management, continuous improvement (methods, processes, standards, procedures and tools).

What skills and experience should you bring to the role?

• Demonstrable experience of project planning and delivery.
• Effective communication and collaboration skills (both written and verbal): Ability to work with others, comfortable in receiving and giving direction from/to peers to achieve operational goals. 
• Experience with coordinating IT projects / improvement initiatives / change control; able to assign and coordinate resource effectively and monitor and report on ever-changing task, risk and issue status. 
• Ability to efficiently scope projects by eliciting and prioritising data and information. 
• An understanding of Project Management principles.
• Ability to prioritise effectively based on business needs.
• Ability to manage multiple activities concurrently. 
• Problem solving and decision making.
• Experience with maintaining documentation accurately and timely.
• Ability to manage budgets and investments.

The role is based in Kendal, Cumbria. To apply you must be willing to be on-site 4 days per week.

IT Service Desk Technician Lead – to £42k plus strong benefits package

• Do you want a career with a company who value and work with their staff to build strong career paths?
• Do your leadership skills match your technical prowess?
• Do you have a natural positive problem-solving personality?
• Can you lead a small technical Service team to deliver excellence?
• Have you been working in an IT Service Desk role for at least 4 years?

If you can say yes to all the above points, then read on, this is an opportunity to use your technical and people leadership skills to build an IT career with a well-respected and strong company. This company is well respected for working hard to ensure employees have a strong career path and find the company a great place to work.

My client is a class leading UK business who have a seven-year order book, so they are strong and good at what they do. This role is ideal for someone with a good IT education with experience of working in a structured IT support team.

What will you be doing?

The role is based in Coventry working as part of a larger UK IT team. You will lead a small group of IT Service Desk Technicians to provide in person and telephone IT technical assistance to my client’s internal customers in the Coventry Office. You will be leading the service desk and ensuring that IT Tickets are prioritised to ensure seamless operations by diagnosing, troubleshooting and resolving hardware and software problems. You will lead, motivate and drive quality within your team.

Activities

• Leadership & Management: Ensuring the performance of the Coventry support function through effective leadership and Management whilst reporting team performance and progress to management.
• Support: Working in a front of house position offering in person customer and technical services.
• Customer Focus: Provide exceptional operational customer service and ensuring customer effort is minimised.
• Project Management: Successfully managing and delivering projects through project planning, work assignment and stakeholder communication.
• Service Management: Applying principles of ITIL Service Management through day-to-day application of applicable ITIL practice such as Incident, Problem, Service Request Management.
• Major Incident Management: Support customers by providing communications management as a part major incident event management.
• Personal Development: Ensuring the personal development of those within the team through techniques such as coaching, mentoring, formal training and maintaining team skills matrix.
• Documentation: Creating, maintaining and giving training on appropriate policies, guidelines and knowledge base articles for the resilience and future scalability of the Service Desk Team.
• CI: Implementing continual improvement in all aspects of the role.

What skills and experience do you need for the role?

This is a colleague facing role where you often be the face of the IT team. Therefore, your personal skills in how you communicate and deal with colleagues who have IT problems is just as important as your technical skills. You will also motivate, monitor and coach the Service Desk Team to deliver excellence in IT Service.

• Strong 2^nd Line IT Support skills and knowledge.
• A strong working knowledge of ITSM and ITIL processes and frameworks.
• Experience of leading and coaching a team of IT technicians.
• Attention to detail and the ability to improve and adjust processes to get the best out of your team.
• High degree of tenacity in solving problems in a logical and professional manner.
• Ability to handle situations where colleagues may be feeling stressed about their IT issues.
• The ability to prioritise the most important and impactful incidents or requests.
• A natural confident, assertive and positive professional manner.

You should have a solid education that includes a minimum of GCSE level 5 or above in English and Maths, ideally you will have a, BTEC or a degree in IT, if not you should be able to demonstrate substantial Leadership or Management training or experience.  Your technical experience should include the following.

• A minimum of 4 years working in an IT Service Desk or IT Support Team
• Solid skills within the Microsoft operating environment including Active Directory and Exchange.
• Strong hands-on experience with ITIL processes and controls and experience with Service Desk Ticketing systems.
• CompTIA A+, Network +, Security + or equivalent, plus ITIL foundation.
• Experience with remote desktop.
• Knowledge of DHCP, DNS and VPNs.
• Knowledge of smartphone and mobile device support.

What is in it for you?

Not all jobs are with financially strong companies who care about making their working environment a great place to work. This is the opportunity to build a career, and yes, they help with that too, within a bigger IT team where they like to promote within rather than hire in new staff. As well as a good salary, there is a strong benefits package.

Life Assurance - 4x salary, after 3 months of service.  

Pension Scheme - Company contributions up to 10% if employees contribute 5%. Pension contributions are made through salary sacrifice and the company re-invests the NI savings into your pension fund. 

Loyalty Growth Units - A scheme rewarding our collective efforts if we hit our profit targets. Think of it like a long-term bonus pot! Eligible for employees with 6 months service. 

Holiday - 33 days holiday (including bank holidays) plus an extra day after 10 and 20 years. Option to ‘buy’ up to an extra 10 day’s holiday.

Great Place to Work® - ranked for as one of the UK’s Best Workplaces™ since 2018, one of the UK’s Best Workplaces for Women™ since 2021, and one of the UK’s Best workplaces for Wellbeing™ since 2022.

Long Service Awards - We reward loyalty with additional holiday at 10-, 20- and 30-years’ service, and gift voucher awards at 15 and 25 years.

Family Friendly Policies - We offer enhanced maternity pay (12 weeks at 100%, 14 weeks 50%), paternity pay (2 weeks at 100%) and adoption (to match maternity/paternity) pay, after 6 months service.

Flexible Benefits - Including private healthcare for you and your family, discounted gym

memberships, the ability to purchase cars, bikes and more.

Flexible Working - Including options such as flexitime and hybrid working. 

Learning & Development - Investment in people, offering technical and professional development and qualifications, personal development and leadership and management development. 

Data Engineer – to £60k – Hybrid working North Lancs

• Are you a hands-on Data Engineer who can deliver from data optimisation and structure through to surfacing BI in easy-to-understand visualisations?
• Do you like to develop and implement Data Marts for colleague BI self-service?
• Can you lead, plan and structure projects where data is the key component?
• Do you have experience with business platforms such as ERP and CRM?
• Do you like to be flexible and get involved with differing disciplines in a fast-moving environment?

If you live and breathe data from SQL, ETL and Data Warehousing through to Power BI and MS Fabric, then this could be the right opportunity for you.

What will you be doing?

This role is to maintain and develop the Data Service for an innovative and niche paper technology business. They are looking to transform their business systems and making sure the data is high value is a key part of that transformation.

The successful candidate will be responsible for both maintaining the existing data whilst planning and working towards new and improved data structures and data/information visibility. The key components of this are the company’s ERP system, Manufacturing systems, SQLserver (T-SQL, SSRS) and PowerBI.

The role will support the Head of Department in delivering the Information Services strategy.

Role Responsibilities in managing the data environments.

• Integrating new data sets and data sources using automation tools
• Developing secure data marts for end user self-service reporting
• Recommending change projects to enable the data service to deliver increased business value
• Working within a quality environment with suitable records to demonstrate adherence to process and procedure commensurate with a medical product manufacturer.
• To ensure transitioning to LIVE includes training and documentation on the changes to both end-users and the Service Desk team to ensure business value is delivered
• Working with suppliers of key systems to understand their systems and data.
• Ensuring data solutions incorporate information security requirements including GDPR (secure by design).
• Design and delivery of appropriate data verification/validation
• Maintaining an awareness of developments and best practise in relevant business intelligence and reporting tools and technologies, particularly those relating to the Microsoft Fabric product set.
• Providing support for the Head of Department in delivering the wider Information Services strategy and on occasion deputise for them.

What skills and experience are required to be successful in the role?

This is a hands-on role with deep Data skills a must, however it is also a role that will be involved with ensuring that IT systems meet the requirements of a niche manufacturing business. Therefore, it is equally important that the successful candidate has strong soft skills and can represent the IT Team with senior stake-holders and 3^rd party suppliers.

• SQL server, T-SQL, SSRS and experience of creating secure data marts.
• Data warehouse and ETL technologies
• PowerBI, and PowerBI gateway to create and deliver reports and dashboards with automated dataflows.
• ERP solutions and data models for Sales order processing, manufacturing, warehousing etc.
• Knowledge of Source Code control systems, change management practises, and release management practises.
• Excellent communication and ability to develop relationships with key stakeholders at all levels to support the flow of information in the business.
• Agile project management concepts
• M365, Teams/SharePoint environment
• Information security including GDPR

The role is wide and varied, therefore it would also be advantageous but not essential to have experience of the following.

• Jira Service Desk software
• SharePoint development
• The latest Microsoft Fabric toolset for delivering data services.
• Manufacturing industry processes and functionality

What is in it for you?

This is an influential role. You will get to work collaboratively without micromanagement. It is an opportunity to show leadership and be a “go to” person in the business.

• Circa £60k salary
• Company pension (6-8% employer contribution)
• 25 days holiday per annum (plus bank holidays)
• Health cash plan
• Annual bonus
• Hybrid working

IT Service Desk Engineer – to £30k plus strong benefits package

• Do you want a career with a company who value and work with their staff to build strong career paths?
• Do your personal skills match your technical prowess?
• Do you have a natural positive problem-solving personality?
• Is service for IT solutions something you feel passionate about?
• Have you been working in an IT Service Desk role for at least 12 months?

If you can say yes to all the above points, then read on, this is an opportunity to build an IT career with a well respected and strong company who work hard to ensure employees have a strong career path and find the company a great place to work.

My client is a class leading UK business who have a seven-year order book, so they are strong and good at what they do. This role is ideal for someone with a good IT education with experience of working in a structured IT support team.

What will you be doing?

The role is based in Cardiff working as part of a larger UK IT team. You will provide in person and telephone IT technical assistance to my client’s internal customers in the Cardiff Office. You will be working as part of a service desk handling IT Tickets promptly, ensuring seamless operations by diagnosing, troubleshooting and resolving hardware and software problems.

Activities

• Providing excellent customer service via in person support, over the telephone, email and the Service Desk system.
• Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution.
• Provide user support and coaching for end-users utilising business systems. 
• Maintaining a rapport with customers by understanding their role within the organisation.
• Collaborate with the wider IT team based in other locations via phone, email, or meetings to ensure that support on site is provided to the required standards. 
• Occasional travel to UK Head Office or other sites may be required for training and support purposes.

What skills and experience do you need for the role?

This is a colleague facing role where you often be the face of the IT team. Therefore, your personal skills in how you communicate and deal with colleagues who have IT problems is just as important as your technical skills. These personal skills should include the following.

• Good communication skills whether on the phone, in-person or in virtual meetings.
• Strong skills in documenting problems or solutions.
• High degree of tenacity in solving problems in a logical and professional manner.
• Ability to handle situations where colleagues may be feeling stressed about their IT issues.
• The ability to prioritise the most important and impactful incidents or requests.
• A natural confident, assertive and positive professional manner.

You should have a solid education that includes a minimum of GCSE level 5 or above in English and Maths, ideally you will have an A Level, BTEC or a degree in IT.  Your technical experience should include the following.

• A minimum of 12 months working in an IT Service Desk or IT Support Team
• Solid skills within the Microsoft operating environment including Active Directory and Exchange.
• An understanding of ITIL processes and controls and experience with Service Desk Ticketing systems.
• Experience with remote desktop.
• Knowledge of DHCP, DNS and VPNs.
• Knowledge of smartphone and mobile device support.

What is in it for you?

Not all jobs are with financially strong companies who care about making their working environment a great place to work. This is the opportunity to build a career, and yes, they help with that too, within a bigger IT team where they like to promote within rather than hire in new staff. As well as a good salary, there is a strong benefits package.

Life Assurance - 4x salary, after 3 months of service.  

Pension Scheme - Company contributions up to 10% if employees contribute 5%. Pension contributions are made through salary sacrifice and the company re-invests the NI savings into your pension fund. 

Loyalty Growth Units - A scheme rewarding our collective efforts if we hit our profit targets. Think of it like a long-term bonus pot! Eligible for employees with 6 months service. 

Holiday - 33 days holiday (including bank holidays) plus an extra day after 10 and 20 years. Option to ‘buy’ up to an extra 10 day’s holiday.

Great Place to Work® - ranked for as one of the UK’s Best Workplaces™ since 2018, one of the UK’s Best Workplaces for Women™ since 2021, and one of the UK’s Best workplaces for Wellbeing™ since 2022.

Long Service Awards - We reward loyalty with additional holiday at 10-, 20- and 30-years’ service, and gift voucher awards at 15 and 25 years.

Family Friendly Policies - We offer enhanced maternity pay (12 weeks at 100%, 14 weeks 50%), paternity pay (2 weeks at 100%) and adoption (to match maternity/paternity) pay, after 6 months service.

Flexible Benefits - Including private healthcare for you and your family, discounted gym

memberships, the ability to purchase cars, bikes and more.

Flexible Working - Including options such as flexitime and hybrid working. 

Learning & Development - Investment in people, offering technical and professional development and qualifications, personal development and leadership and management development. 

This is a great career building opportunity, not all companies care as much as this one.

Solution Architect (Cloud) – to £110k plus good benefits

• Are you a Solution Architect who has worked on large Cloud technology implementation projects?
• Are your strengths in improving or designing cloud-based platforms in the Azure domain?
• Do you have a strong knowledge of integration frameworks, tools and techniques?
• Are you comfortable working as the in-house Cloud Architecture SME together with SI teams and other IT / Technology teams?
• Can you see the bigger picture and the steps required to enhance, improve and deliver a future state cloud architecture – Rome was not built in a day.

We are looking for a Solution Architect who has strong Cloud (Azure) experience. Someone who is not just used to defining an end-state but someone who knows how to define and enhance designs and artefacts to take Solutions on an evolving journey.

What will you be doing?

The purpose of this role is to ensure that Cloud Architecture used by the business meets the needs of colleagues and members. That cloud solutions are defined and implemented to meet the operational, infrastructure, and technology needs, and align with business & technology strategy. 

• Cloud Centre of Excellence - developing artefacts including reference architecture, patterns, guidance and guidelines. Designing landing zone and network models, and shared services; Solution broking, development & utilisation of Cloud Hybrid Decision Framework, development and utilisation of Cloud Control framework. Providing governance oversight.
• Core System transformation; SI-Led delivery, Co-designed, internal oversight.
• Existing Cloud Service remediation and governance
• Broader ecosystem & legacy workload migrations
• SME advice to internal customers on cloud solutions

The successful candidate will be on point for cloud solutions as part of the larger Solutions Architecture and will report to the Head of Architecture.

You will need to be a strong professional who is capable of building and maintaining strong professional relationships across the business, IT Teams and suppliers. You will know how to be successful in large, structured teams.

• Head of Cloud
• Cloud CoE Leadership team colleagues
• Cloud Project Sponsor (Head of Software Engineering)
• Head of Architecture (and chair of Design Authority)
• Cloud Computing Advisory Council members (inc Risk, InfoSec, Procurement, Technology)
• Operations and Operational Resilience
• Programme, Project Working Groups and Delivery Teams
• Key Suppliers/ Strategic Partners

Day to day responsibilities

• Responsible with the Head of Cloud, Cloud Project Sponsor, and CCoE Leadership for cloud solution assurance. Ensuring that any cloud solution adopted can meets (or exceeds) the functional, non-functional, operational, and regulatory requirements.
• In co-ordination with the Head of Cloud, Cloud Project Sponsor, and CCoE Leadership for performing appropriate solution brokerage and optioneering activities, looking at reasonable technical and business options for the solution.
• Responsible for working with vendors during the optioneering to communicate and prioritise business, technical and operational requirements and works with 3rd parties to help define detailed solution design.
• Reviews and approves Cloud solution designs across the organisation
• Defines high level cloud technology requirements and supports low-level design activity.
• Responsible for working with the architectural governance bodies and collaborating with Enterprise and Solution architects acting as a Cloud SME and ensuring Cloud architectures align with overall architecture strategy & designs and that Cloud is considered in broader architecture designs and providing challenge where necessary)
• Liaison with analysts and architects to understand / define the tolerances, objectives, technical acceptance criteria and scope of required solutions and identifies the systems and infrastructure impacted by the solution designed
• Supports the solution build activity, working to clarify technical, business, and operational requirements and to resolve issues and risks that emerge
• Supports the solution handover activity, ensuring the appropriate technical, operational, and business architectures and models now reflect the implemented solution
• Defines, articulates, and owns the target end state cloud architecture, including definition of transition states and communicates the target end state architecture where required
• Ensures all deliverables and support documents meet quality standards and parameters

What skills and experience are required to be successful in the role?

This role is pivotal in the Transformation Strategy of the business and is therefore influential. Whilst Cloud Architectural skills are important, the ability to get the best out of those around you be that IT Colleagues, Business Stakeholders or Suppliers is essential. You must know how to be successful as part of a cross functional, multiple team delivery. You will need to be able to demonstrate where you have delivered the following traits that we are looking for.

• Leadership: Able to articulate and communicate a sense of direction and commitment to people. Role models business values and will demonstrate a standard set of skills and behaviours to which the team can aspire to.

• Building relationships: Continually uses the combined and cooperative efforts of others. Develops credibility with all stakeholders and influences through democracy
• Strategic Vision: Able to step back from day‐to‐day activities to view the business from a different perspective; to see the bigger picture, distil information, trends, and needs, to build credible solutions to achieve the desired vision and commercial outcomes. Understands the business environment and tailors solutions and adjusts when circumstances change
• Commercial/Member Focus: Understands key commercial drivers e.g., cost, profits, markets and added value, as well as thinking holistically about the members (internal and external)
• Achievement Driven: Displays desire and drive for success, projecting enthusiasm and having impact on others, models drive and resilience. Identifies with and strives hard to enable the business to deliver against its objectives and financial requirements, taking ownership for solution related issues
• Risk Aware: Possesses an understanding of the regulatory environment.  Ensures the business is legally compliant and focuses on strict standards to protect the members’ assets and the stability of the business.

Technically you should be a seasoned architect with a list of projects for medium to large sized businesses where IT is a controlled environment.

• Knowledge of Cloud Patterns, Models, Architecture and Azure Services
• Cloud infrastructure, network, security design experience
• Cloud Platform design experience including landing zones, subscription models, shared services and connectivity/networking.
• Knowledge of business and IT architecture approach
• Ability to quickly & fully understand current technology and process landscapes
• Awareness of cloud technology advances and how these may benefit the business
• Aware of broader industry developments and industry strategic direction – both competitor and external provider developments in relevant fields
• Able to understand of the broader strategic direction of the enterprise and apply pragmatically to options and solutions
• Detailed orientated approach and demonstrable methodology
• Strong awareness of commercial impact of solution design
• Excellent communication skills with the ability to communicate, influence and motivate at all levels, both internally and externally
• Experience of building foundational cloud architecture, artefacts including reference architecture, patterns and guidelines. (required)
• Experience of working in agile delivery team and using agile tooling (Jira & Confluence)
• Familiarity of working with complex integrated projects
• Financial services experience is not essential but would be an advantage

What is in it for you?

This is a business who strive to create a Financial Service experience that’s kinder to people and planet. Unlike banks, they don’t have public or private shareholders which means they can invest 100% of their profits back into the business. As a result, the business is purpose-led, financially strong, socially responsible and always focused on their people, planet and communities.

Presently they are about to begin an exciting transformational journey with their people firmly at the forefront of their plans.  If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.

• Competitive salary - up to £110k p.a. depending on skills and experience.
• Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 2 days. Your holiday entitlement goes up with years of service.
• Pension – a generous pension where the employer contribution goes up with years of service
• Death in Service – four times salary.
• Learning and Development opportunities - We want you to grow in your role. We’ll work together to support your personal and professional development.
• Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.
• Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions and Cycle to Work scheme.
• Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.

If you feel that your skills, experience and working ethos match what we are looking for then please apply. The process will begin with an informal chat about your skills and experience.

This role will require one or two days per month on-site in the very North of England. If you do not have a realistic commute to do that ( no more than 2 hours) please do not apply for the role.

IT Service Desk Engineer – to £30k plus strong benefits package

• Do you want a career with a company who value and work with their staff to build strong career paths?
• Do your personal skills match your technical prowess?
• Do you have a natural positive problem-solving personality?
• Is service for IT solutions something you feel passionate about?
• Have you been working in an IT Service Desk role for at least 12 months?

If you can say yes to all the above points, then read on, this is an opportunity to build an IT career with a well respected and strong company who work hard to ensure employees have a strong career path and find the company a great place to work.

My client is a class leading UK business who have a seven-year order book, so they are strong and good at what they do. This role is ideal for someone with a good IT education with experience of working in a structured IT support team.

What will you be doing?

The role is based in Cardiff working as part of a larger UK IT team. You will provide in person and telephone IT technical assistance to my client’s internal customers in the Cardiff Office. You will be working as part of a service desk handling IT Tickets promptly, ensuring seamless operations by diagnosing, troubleshooting and resolving hardware and software problems.

Activities

• Providing excellent customer service via in person support, over the telephone, email and the Service Desk system.
• Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution.
• Provide user support and coaching for end-users utilising business systems. 
• Maintaining a rapport with customers by understanding their role within the organisation.
• Collaborate with the wider IT team based in other locations via phone, email, or meetings to ensure that support on site is provided to the required standards. 
• Occasional travel to UK Head Office or other sites may be required for training and support purposes.

What skills and experience do you need for the role?

This is a colleague facing role where you often be the face of the IT team. Therefore, your personal skills in how you communicate and deal with colleagues who have IT problems is just as important as your technical skills. These personal skills should include the following.

• Good communication skills whether on the phone, in-person or in virtual meetings.
• Strong skills in documenting problems or solutions.
• High degree of tenacity in solving problems in a logical and professional manner.
• Ability to handle situations where colleagues may be feeling stressed about their IT issues.
• The ability to prioritise the most important and impactful incidents or requests.
• A natural confident, assertive and positive professional manner.

You should have a solid education that includes a minimum of GCSE level 5 or above in English and Maths, ideally you will have an A Level, BTEC or a degree in IT.  Your technical experience should include the following.

• A minimum of 12 months working in an IT Service Desk or IT Support Team
• Solid skills within the Microsoft operating environment including Active Directory and Exchange.
• An understanding of ITIL processes and controls and experience with Service Desk Ticketing systems.
• Experience with remote desktop.
• Knowledge of DHCP, DNS and VPNs.
• Knowledge of smartphone and mobile device support.

What is in it for you?

Not all jobs are with financially strong companies who care about making their working environment a great place to work. This is the opportunity to build a career, and yes, they help with that too, within a bigger IT team where they like to promote within rather than hire in new staff. As well as a good salary, there is a strong benefits package.

Life Assurance - 4x salary, after 3 months of service.  

Pension Scheme - Company contributions up to 10% if employees contribute 5%. Pension contributions are made through salary sacrifice and the company re-invests the NI savings into your pension fund. 

Loyalty Growth Units - A scheme rewarding our collective efforts if we hit our profit targets. Think of it like a long-term bonus pot! Eligible for employees with 6 months service. 

Holiday - 33 days holiday (including bank holidays) plus an extra day after 10 and 20 years. Option to ‘buy’ up to an extra 10 day’s holiday.

Great Place to Work® - ranked for as one of the UK’s Best Workplaces™ since 2018, one of the UK’s Best Workplaces for Women™ since 2021, and one of the UK’s Best workplaces for Wellbeing™ since 2022.

Long Service Awards - We reward loyalty with additional holiday at 10-, 20- and 30-years’ service, and gift voucher awards at 15 and 25 years.

Family Friendly Policies - We offer enhanced maternity pay (12 weeks at 100%, 14 weeks 50%), paternity pay (2 weeks at 100%) and adoption (to match maternity/paternity) pay, after 6 months service.

Flexible Benefits - Including private healthcare for you and your family, discounted gym

memberships, the ability to purchase cars, bikes and more.

Flexible Working - Including options such as flexitime and hybrid working. 

Learning & Development - Investment in people, offering technical and professional development and qualifications, personal development and leadership and management development. 

This is a great career building opportunity, not all companies care as much as this one.