At a Glance
- Tasks: Provide top-notch IT support to internal customers and resolve technical issues.
- Company: Join BUUK Infrastructure, a leader in utility innovation and customer service.
- Benefits: Enjoy competitive pay, generous holiday, and a supportive work environment.
- Other info: Hybrid working options and great career development opportunities await you.
- Why this job: Make a real difference by helping others with their tech challenges.
- Qualifications: GCSEs in English and Maths, plus IT support experience.
The predicted salary is between 25000 - 30000 £ per year.
At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for an ICT Service Desk Technician who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.
Purpose of this role
To provide in person and telephone IT technical assistance to BUUK’s internal customers in the Cardiff Office. To handle IT issues promptly, ensuring seamless operations by diagnosing, troubleshooting and resolving hardware and software problems.
Your key responsibilities are:
- Providing excellent customer service via in person support, over the telephone, email and the ITSM system.
- Maintaining the high standards required for BUUK internal service levels.
- Working in a front of house position offering in person customer and technical services.
- Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution.
- Support, maintenance, and stock management of hardware on site including Windows laptops, Android mobile devices and associated peripherals.
- Support and maintenance of the meeting room conference equipment and general IT Hardware.
- Proactively manage communication for all Incident/Request statuses through to resolution.
- Provide user support and coaching for end-users utilising BUUK systems.
- Maintaining a rapport with customers by understanding their role within the organisation.
- Complete the setup of new starters, role changes & leaver, including any necessary training support to operate all BUUK equipment.
- 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.
- Any other appropriate duties as required by the Service Desk Team Leaders or Service Support Manager.
- Occasional travel to Woolpit Office or other sites may be required for training and support purposes.
Qualifications
GCSE grade C / 5 in English and Maths, or equivalent.
Experience / Knowledge
Experience working within an IT service desk / IT Support environment. Experience supporting Microsoft operating systems, Active Directory and Exchange.
Abilities / Skills
- Good verbal skills in person, phone or virtual meetings.
- Good written communications.
- Excellent problem solving skills.
- Highly organised and self‑motivated.
- Ability to deal with potentially stressful situations calmly.
- Assertive, confident, positive and professional manner.
- Ability to prioritise to achieve SLA.
- Maintain high attention to detail.
- CompTIA A+, Network+, Security+ or equivalent.
- IT based A level Grade C or above / BTEC or equivalent.
- Degree or equivalent.
- ITIL certification.
- Support based Microsoft technologies accreditation.
- Knowledge of Remote Desktop Services technologies.
- Network troubleshooting experience.
- Knowledge of DHCP, DNS, VPN.
- Experience using ITSM packages.
- Knowledge of smartphone & mobile device support.
- Imaging software using products such as Acronis & Autopilot.
- Ability to troubleshoot IT related hardware & software issues.
- Have a good understanding of IT security and awareness of cyber security best practices.
What can you expect from us
- Cost of living annual pay review.
- Company pension contributions up to 10% if employees contribute 5%.
- 33 days holiday including bank holidays with the ability to purchase an additional two weeks.
- Enhanced maternity, paternity and adoption pay.
- Referral payment of £1000 (net of tax) for each successful referral.
- Hybrid working for eligible roles.
- Development opportunities to reach your career aspirations.
We are proud to be an equal opportunity employer; we respect each other and advocate for equity, diversity and inclusion in all we do.
ICT Service Desk Technician in Cardiff employer: BUUK Infrastructure
At BUUK Infrastructure, we pride ourselves on fostering a supportive and inclusive work environment that empowers our employees to excel. As an ICT Service Desk Technician in our Cardiff Office, you will benefit from competitive pay reviews, generous holiday allowances, and opportunities for professional development, all while contributing to our mission of driving innovation towards a net-zero future. Join us to be part of a team that values your individuality and encourages growth in a dynamic sector.
StudySmarter Expert Advice🤫
We think this is how you could land ICT Service Desk Technician in Cardiff
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on BUUK Infrastructure. Understand their mission and values, especially their commitment to customer loyalty and net zero. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with IT issues, think of common problems you might face and how you'd resolve them. Maybe even run through some scenarios with a friend or family member to get comfortable explaining your thought process.
✨Tip Number 3
Show off your communication skills! Whether it's in person or over the phone, being able to explain technical issues clearly is key. Try to practice explaining complex IT concepts in simple terms, so you can demonstrate your ability to connect with non-technical users.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and serious about wanting to join BUUK Infrastructure.
We think you need these skills to ace ICT Service Desk Technician in Cardiff
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the ICT Service Desk Technician role. Highlight your relevant experience in IT support and customer service, and don’t forget to mention any specific skills that match the job description!
Show Off Your Communication Skills:Since this role involves a lot of interaction with internal customers, it’s crucial to demonstrate your verbal and written communication skills. Use clear and concise language in your application to show us you can communicate effectively.
Highlight Problem-Solving Abilities:We love candidates who can think on their feet! Share examples of how you've successfully diagnosed and resolved IT issues in the past. This will show us that you have the problem-solving skills we’re looking for.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at BUUK Infrastructure!
How to prepare for a job interview at BUUK Infrastructure
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft operating systems, Active Directory, and Exchange. Be ready to discuss your experience with troubleshooting hardware and software issues, as well as any ITSM packages you've used.
✨Show Off Your Customer Service Skills
Since this role is all about providing excellent customer service, think of examples where you've gone above and beyond for a customer. Prepare to share how you maintain a positive rapport with users, especially in stressful situations.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Practice how you would handle specific IT issues or customer requests, and be prepared to explain your thought process clearly.
✨Demonstrate Your Organisational Skills
Highlight your ability to prioritise tasks and manage multiple incidents simultaneously. Bring examples of how you've successfully managed your time and kept track of service requests in previous roles.
