At a Glance
- Tasks: Provide 2nd line IT support, troubleshoot issues, and maintain documentation.
- Company: Join one of the UK's largest adult social care providers, recognised as a top workplace.
- Benefits: Enjoy 25 days annual leave, birthday off, and a £300 refer-a-friend scheme.
- Other info: Opportunity for training and development to help you reach your potential.
- Why this job: Make a real impact while working in a supportive, dynamic environment with passionate colleagues.
- Qualifications: 2-3 years in desktop support, proficiency in Windows, and strong customer service skills required.
The predicted salary is between 24000 - 26000 £ per year.
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 & 2025’.
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 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
- 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!
IT Support Analyst Swansea £28,000 to £30,000 Per Annum employer: Ivolve Group
As one of the largest adult social care providers in the UK, we pride ourselves on fostering a dynamic and fulfilling work environment in Swansea. Our commitment to employee growth is reflected in our industry-leading training and development opportunities, alongside a generous benefits package that includes 25 days of annual leave, your birthday off after a year of service, and a supportive culture that values passion, kindness, and resilience. Join us to be part of a team recognised as one of the best places to work, where you can truly make a difference in the lives of others while advancing your career.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst Swansea £28,000 to £30,000 Per Annum
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ivolve Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ivolve Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ivolve Group!
✨Direct Apply to Ivolve Group
Let's not forget to apply directly through the Ivolve Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Analyst Swansea £28,000 to £30,000 Per Annum
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ivolve Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ivolve Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ivolve Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
