Cerebra is dedicated to supporting families with children who have brain conditions. We listen to these families, collaborate with them, conduct research, and develop innovative solutions to improve their lives. From creating new equipment to designing learning resources, our discoveries make life better and help children overcome challenges. Join us in this rewarding journey and see what we can discover together.
* 35 hours per week - Mon-Fri
* Onsite - Carmarthen HQ
* Salary - £22,222.20 per annum
* 29 days' annual leave (plus bank holidays)
* Pension - matched company contribution up to 6%
Purpose of the Role
To provide first-line technical support across the organisation, ensuring timely resolution of IT service requests and incidents. The IT Support Administrator will manage the helpdesk system, respond to support tickets, and deliver effective assistance across a range of hardware, software, and user account issues. This role plays a key part in maintaining the day-to-day IT operations and supporting staff in achieving their goals through reliable technology services.
Key Areas of Responsibility
IT Support & Helpdesk Management
* Monitor and triage incoming helpdesk tickets, ensuring issues are logged, prioritised, and responded to in a timely and professional manner.
* Provide first-line support for staff across the organisation, including troubleshooting of hardware, software, email, login, VPN, and connectivity issues.
* Escalate complex issues to the Senior IT Manager or relevant external partners where appropriate.
* Maintain clear and accurate documentation of support actions and resolutions within the helpdesk system.
Account & Access Administration
* Create, configure, and maintain user accounts in Active Directory, Microsoft Exchange, Office 365, and other systems as required.
* Support onboarding and offboarding processes, including account setup, permission assignment, and device deployment.
* Ensure access rights are granted appropriately and in line with organisational policies.
Hardware & Software Provisioning
* Prepare and configure IT equipment for staff, including desktops, laptops, mobile devices, and peripherals.
* Install and maintain standard software packages and ensure systems are kept up to date with relevant patches and security updates.
* Coordinate the deployment of equipment to local and remote staff as needed.
Operational Support
* Provide on-site technical support and occasional phone cover at the Head Office.
* Maintain a tidy and organised IT workspace and storage area, ensuring equipment is logged, asset registered, and securely stored.
* Assist with maintaining inventory of IT assets, including hardware lifecycle tracking.
Communication and Escalation
* Keep the Senior IT Manager informed of significant incidents, recurring issues, or potential risks.
* Maintain clear, professional communication with colleagues and external suppliers or support providers.
General Duties
* Operate independently in the day-to-day administration of IT tasks and responsibilities.
* Provide first aid cover at HQ if qualified and required.
* Undertake any other duties as reasonably requested in line with the scope and purpose of the role.