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For Companies At a Glance
- Tasks: Provide first-line IT support, resolving queries and managing user requests in a dynamic environment.
- Company: Join a leading IT services company focused on innovative solutions and sustainable practices.
- Benefits: Enjoy a starting salary of £23,810 with potential for growth and various corporate perks.
- Why this job: Kickstart your IT career in a supportive culture that values development and teamwork.
- Qualifications: Previous experience in IT support roles and familiarity with O365 and Windows Server is preferred.
- Other info: This role offers a chance to work with cutting-edge technology in a reputable organisation.
The predicted salary is between 23810 - 26500 £ per year.
We currently have an urgent vacancy for a Service Desk Support Analyst on behalf of our client, a National Charity, based in the St Mellons area of Cardiff. Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment.
Due to the nature of the organisation\’s public services, you will be expected to go through and obtain SC security clearance and NPPV2 Police Vetting before starting the role. Therefore, you must have been a working resident in the UK for the last 4 years. Alternatively, already hold current SC security clearance.
This is a permanent role offering hybrid working options (at least 3 days in office), a salary of £26,150 and benefits.
We are looking for an individual who can offer prior Service Desk (Helpdesk Support) experience in a Microsoft Windows environment providing 1st with some 2nd line technical support including application support of bespoke applications (CRM).
Key Skills & Experience
- Experience of working in 1st / 2nd line Service Desk support role
- Windows Active Directory and Microsoft EntraID (Azure), managing computer and user accounts, groups and containers
- Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
- Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl. switches, routers and firewalls
- Microsoft Windows 10/11 & MS Office 2016 & O365 installation, configuration and troubleshooting
- Desktop and browser security components: including site security certificates, firewalls and anti-virus
- Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
- Experience with IT Service Management tools i.e. ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
- Ability to multitask across multiple incidents, be organised and have a keen eye for detail
- Naturally, as the role involves supporting users nationally you will have excellent communications skills, both verbally and written.
The service desk operates between the hours 9.00 to 17.00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country. This is a high-volume environment, and you will be dealing with circa 35-40 tickets a day. The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.
In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world-class services.
Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.
Additional Resources Ltd is an Employment Business and an Employment Agency as defined with
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IT technician employer: Additional Resources
Contact Detail:
Additional Resources Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT technician
✨Tip Number 1
Familiarise yourself with the tools and technologies mentioned in the job description, such as O365, Windows Server, and Active Directory. Having hands-on experience or even just a solid understanding of these systems can give you an edge during the interview.
✨Tip Number 2
Practice common IT support scenarios that you might encounter in a service desk environment. Being able to demonstrate your problem-solving skills and how you handle user queries will show that you're ready for the role.
✨Tip Number 3
Brush up on your communication skills, as you'll be the first point of contact for users. Being able to explain technical issues in simple terms is crucial, so consider role-playing with a friend or family member to refine this skill.
✨Tip Number 4
Research the company and its services thoroughly. Understanding their focus on managed print, digital workspaces, and cybersecurity will help you tailor your responses in the interview and show your genuine interest in the position.
We think you need these skills to ace IT technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as an IT Technician or in similar roles. Emphasise your familiarity with O365, Windows Server, and any ITIL or Microsoft accreditations you may have.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for IT support. Mention specific examples of how you've resolved technical issues in the past and your ability to manage user requests effectively.
Highlight Key Skills: In your application, clearly outline your organisational skills and ability to follow detailed instructions. Mention your experience with ticketing systems like ServiceNow, as this is crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for an IT Technician.
How to prepare for a job interview at Additional Resources
✨Know Your Technical Stuff
Brush up on your knowledge of O365, Windows Server, and Active Directory. Be prepared to discuss how you've used these tools in previous roles, as well as any troubleshooting experiences you’ve had.
✨Demonstrate Your Communication Skills
As a 1st Line Support Technician, you'll need to communicate effectively with users. Practice explaining technical concepts in simple terms, and be ready to showcase your customer service skills during the interview.
✨Familiarise Yourself with ServiceNow
If you have experience with ticketing systems like ServiceNow, make sure to mention it. If not, do some research on how such systems work, as this will show your willingness to learn and adapt.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific technical issues or user requests. Think of examples from your past experience where you successfully resolved problems, and be ready to walk the interviewer through your thought process.
