Job Title: Helpdesk Analyst
Location: Swansea, Wales
Salary: £25’000 to £28’000
Working Pattern: 37.5 Hours Per Week (Hybrid)

WHO WE ARE

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 our colleagues.
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’.

ROLE OVERVIEW

Reporting to the Helpdesk Team Leader, you play a key part in ensuring the smooth operation of our systems and 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 1st line technical support to internal users for IT queries and incidents, ensuring service levels are maintained to the highest standards.
• Create, delete, and amend user accounts across all systems.
• Identify, investigate, and resolve basic IT issues efficiently, offering basic solutions and/or workarounds, minimizing the number of calls being passed to other support teams.
• Update the ticketing system with high-quality information, allowing other colleagues to understand the status and actions performed, enabling downstream trend analysis.
• Escalate complex issues to the relevant team for further resolution.
• Proactively recognize and report trends to the relevant team for further attention.
• Assist with User Acceptance Testing (UAT) and other agreed IT maintenance tasks.
• Maintain accurate and comprehensive documentation of IT-related procedures and resolutions.
• Capture user feedback for subsequent analysis to inform future IT development.