1st/2nd Line Application Support Operator
Location: Cardiff (office based initally then 3 days p/week from home)
Hours: 35 hours per week
£21.25 p/h (paid through an umbrella company)
We’re looking for someone to join an IT team supporting a range of core business systems used across the organisation.
This role sits within the IT and Digital function and focuses on providing first line support for key internal systems, including platforms built on the Microsoft Power Platform, Dynamics 365, HR systems and other critical applications. You’ll be the first point of contact for users, helping resolve issues, answering queries and making sure problems are logged and managed properly through the service desk.
You’ll work closely with internal IT teams and external suppliers to make sure issues are understood and resolved quickly, while keeping users updated along the way.
What you’ll be doing
Providing 1st line support for internal users across core business systems
Logging, managing and resolving incidents through the service desk
Troubleshooting system and user issues and providing guidance where needed
Escalating more complex problems to specialist teams while retaining ownership
Setting up new users across supported systems
Working with external suppliers where issues require third-party support
Supporting testing of fixes and system updates
Keeping documentation and system records up to date
Assisting with system improvements and IT projects when required
What we’re looking for
Experience providing IT or application support in a service desk or support environment
Strong troubleshooting and problem solving skills
Good understanding of business systems and user support processes
Ability to manage incidents and prioritise effectively
Comfortable working with both technical teams and non-technical users
A customer focused approach with strong communication skills
This is a good opportunity for someone who enjoys solving problems, working with a variety of systems and supporting users across a busy organisation