IT Support Operator
Location: Cardiff Gate (2-3 days p/week in the office)
Hours: 35 hours per week (shift pattern between 8:00am 5:00pm)
The Role
An established UK organisation is looking for an IT Support Operator to join its IT Service Desk team.
You'll provide first-line technical support to internal users, ensuring IT systems run effectively and colleagues receive reliable, professional assistance. This role sits within a collaborative IT function and involves working closely with infrastructure, applications and security teams to maintain smooth day-to-day operations.
Key Responsibilities
* Deliver first-line IT support via phone, email, self-service portal and Microsoft Teams
* Log, manage and resolve incidents and service requests through an ITSM system
* Troubleshoot hardware, software and access-related issues
* Support Microsoft 365 applications and Windows 11 environments
* Configure and maintain laptops, mobile devices and peripherals
* Create and manage user accounts and permissions (Active Directory / M365)
* Escalate complex incidents to specialist IT teams where required
* Maintain accurate ticket documentation and update knowledge articles
* Promote IT security best practice and support users with guidance
* Assist with device deployments, project work and occasional organisational events
Technology Environment
* Windows 11
* Microsoft 365
* Active Directory
* SCCM
* Microsoft Endpoint Manager / Intune
* Android devices
* Remote support tools
About You
* Experience working in an IT Service Desk or technical support role
* Strong customer service and communication skills
* Comfortable supporting non-technical users
* Good troubleshooting and problem‑solving ability
* Able to manage multiple priorities in a busy support environment
* Understanding of IT security and data protection principles
Working Arrangements
* 35‑hour working week with shifts between 8am and 5pm
* Hybrid role but may be 5 days p/week initially in Cardiff
* Occasional UK travel and overnight stays may be required
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