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We currently have an urgent vacancy for a Service Desk Support Analyst / IT Support Engineer on behalf of a National Charity, based in the St Mellons area of Cardiff. Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment. Because of the nature of the organisation's public services you will be expected to obtain SC security clearance and NPPV2 Police Vetting before starting the role.
This is a permanent role offering hybrid working options (at least 3 days in office), a salary of GBP 26,150 and benefits including pension, life assurance, 25 days annual leave pro‑rata, voluntary benefits such as season ticket loans and cycle‑to‑work scheme.
We Need Someone Who Can Offer
* Experience of working in 1st / 2nd line Service Desk support role
* Windows Active Directory and Microsoft EntraID (Azure), managing computer and user accounts, groups and containers
* Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
* Network support, installation, configuration (LAN, WAN, VPN, etc.) including switches, routers and firewalls
* Microsoft Windows 10/11 and MS Office 2016 and O365 installation, configuration and troubleshooting
* Desktop and browser security components: including site security certificates, firewalls and anti‑virus
* Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
* Experience with IT Service Management tools i.e. ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
* Ability to multitask across multiple incidents, be organised and have a keen eye for detail
* Excellent communication skills, both verbally and written, as the role involves supporting users nationally
The service desk operates between the hours 9:00 to 17:00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country. You will be dealing with approximately 35–40 tickets a day. The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Information Technology
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