IT Support Analyst -1st & 2nd Line - Cardiff

  • Job Reference: HQ00016246
  • Date Posted: 20 May 2019
  • Recruiter: E-Resourcing
  • Location: Cardiff
  • Salary: £22,000 to £24,000
  • Bonus/Benefits: Pension, 25 days holiday
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

IT Support Analyst 1st and 2nd Line

The Role:

To demonstrate excellence in customer service providing first and second line support to internal customers, assisting them with IT and Facilities problems via phone, e-mail or remote methods. Management of IT Tickets, walk-ups and phone calls and provide skilled assistance within the IT team.

Experience Required:

Excellent customer service skills including face-to-face and telephone communication skills.
Provision of expertise in desktop devices; Microsoft operating systems; Office 365; Active Directory; mobile devices; anti-virus solutions; data networking; and online video-conferencing.
Troubleshooting and problem resolution.
Evidence of service-orientated approach to IT and other central support issues.
Evidence of a strong organisational skills and attention to detail.
Integrity and management of personal and confidential data.


To manage and respond to IT Helpdesk tickets and calls ensuring they are correctly logged, categorised, allocated and resolved.
To produce regular IT Helpdesk reports and analysis of outstanding calls.
To efficiently set up, customise and prepare new and repaired laptops and other IT equipment for staff use.
To maintain a high degree of customer service for all support queries.
To administer software, services and hardware.
To manage stores, asset registers, purchasing and supplies of IT equipment.
To support the team on operating daily, weekly and monthly systems monitoring and health checks in accordance with company procedures.
To supervise outside parties accessing the companies' technical environment for maintenance or consultative purposes.
To provide assistance with various office management tasks if and when required.
To provide expertise in the areas of mobile phones and mobile devices.
Any other tasks that maybe requested including supporting users in the use of computer equipment by providing necessary training and advice.

If the role sounds of interest please send me your CV and I will call you to discuss the role in more detail.