1st and 2nd Line Helpdesk Technical Support - Office based in Cardiff

Looking for an experienced 2nd Line Technical Support person who is available to start work immediately.

You will start on a 3 month FTC PAYE with a likely transfer to permanent on £26000.

This is an office based role in Pentwyn, Cardiff. Mon - Friday, standard office hours.

Duties:

• Providing 1st and 2nd line desktop support. To resolve systems issues raised within the business by the management team and users.
• Manage incoming support requests via ticket portal, email, and telephone as efficiently as possible until conclusion.
• Provide consistent and prompt IT support for internal and remote users and keep them informed of progress until the system issues are resolved.
• Provide basic server support and monitor all servers to ensure optimum performance for the business.
• Carry out "Active Directory" tasks including user accounts, groups and computers.
• Provide support on the 'FSM’ management system (training will be provided).
• Install, assemble and configure computers, monitors, network infrastructure and peripheral items.
• Troubleshoot hardware, software, email, network and peripheral equipment problems and make corrections where required.
• Instruct staff in the use of standard business and administrative software e.g. Microsoft Office
• Maintain a computerised asset register of all computerised fixed assets and software and complete user registration/deregistration forms as required.
• Complete relevant documentation to allow performance reports to be produced in a timely manner to monitor customer service.
• Prepare individual training plans for all staff within their department and amend as appropriate.
• Be part of a team to deliver technical training to engineers.
• Assist the IT Manager in the design of processes and procedures.
• Liaise with 3rd party suppliers.
• Undertake any IT projects as required.
• Any other tasks as assigned by the IT Manager.
• Company’s IT systems are functional and allow the business to run efficiently and effectively.
• IT support tickets are resolved correctly and promptly where possible and users can complete role with minimal delay and downtime.
• Users receive a friendly, professional service when there are systems issues reported.