Service Desk Support Technician
Application Deadline: 27 July 2025
Department: IT - Technology Services
Employment Type: Full Time
Location: Swansea, UK
Reporting To: IT Manager, Technology Services in Information Technology
Description
The Service Desk Support Technician is responsible for providing first-line technical assistance to staff, focusing on resolving common IT issues, preparing hardware for employees, and supporting day-to-day operations in a fast-paced environment. The technician will play a key role in ensuring our global employees remain productive by offering timely, friendly, and effective support.
Key Responsibilities
Technical Responsibilities:
* Provide first-level technical support to employees via remote desktop tools, video calls, and chat.
* Respond to support requests and resolve basic hardware, software, and connectivity issues.
* Log and track all incidents and requests in the IT ticketing system accurately and clearly.
* Escalate more complex issues to senior team members or other departments when needed.
Device Setup and Maintenance:
* Assist with preparing, configuring, and deploying laptops for new hires and existing staff.
* Support routine maintenance of laptops and accessories to ensure devices are ready for use.
* Help manage hardware repairs or replacements as directed.
Process & Documentation:
* Follow standard operating procedures for issue resolution and escalation.
* Contribute to keeping internal documentation up to date based on common support scenarios.
* Suggest improvements to help streamline repetitive support tasks.
General Tasks:
* Maintain a helpful, patient, and customer-focused attitude at all times.
* Perform additional duties as assigned by the Enterprise Applications Manager. .
Skills, Knowledge and Expertise
Essential Skills/Experience
* Excellent written, verbal and listening communication skills.
* Keen interest in technology and problem-solving.
* Experience with Windows and Mac operating systems.
* Proven experience in 24x7 high-availability production environment.
* Familiarity with desktop virtualisation.
* Experience with enterprise application administration, including Office 365, asset management tools, Active Directory, VPN, and various cloud- based platforms.
* Exposure using ServiceNow or other ITSM systems.
* Familiarity with networking and TCP/IP protocols.
* Passionate about providing accurate, timely, and customer focused support in a secure fashion.
* Ability to effectively communicate and collaborate with a U.S. based team as well as the languages in your region.
* Able to adapt to working in different time zones when required.
* Innovative thinking to address challenges remotely or in international contexts when necessary.
* Ability to work well with people from different backgrounds and cultures.
* Willingness to learn and grow within a support-focused IT environment.
* Ability to manage time and prioritise tasks.
* Able to work in high pressure situations and deadline driven.
Desirable Skills/Experience
* Previous experience in a customer service or tech support environment.
* Any IT-related certification such as CompTIA A+ is a plus.
* Knowledge of the Cyber Security sector.
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