IT Support Specialist

2 weeks ago

Cardiff, Cardiff, United Kingdom Principality Building Society Full time
About the Role

We are seeking a highly skilled and customer-focused IT Service Desk Analyst to join our team at Principality Building Society. As a key member of our IT department, you will be responsible for providing exceptional technical support to our staff, ensuring that our IT systems and infrastructure are running smoothly and efficiently.

Key Responsibilities
  • Provide 1st Line Technical Support: Troubleshoot and resolve IT-related issues, including software and hardware problems, for our staff.
  • Manage Service Desk Calls: Handle phone calls, tickets, and emails from colleagues, ensuring that all issues are correctly classified and reported.
  • Collaborate with IT Teams: Work with other areas of IT to resolve complex technical issues, identifying and communicating workarounds to minimize business impact.
  • Administer User Access: Set up new users, granting them the necessary access to our systems, and ensure that all Service Desk procedures and processes are followed.
  • Monitor and Report: Track and monitor calls to external parties, ensuring timely repairs against Service Level Agreements (SLAs).
Requirements
  • Technical Skills: Working knowledge of MS packages, including MS Office, and strong technical skills.
  • Customer Service: Excellent customer service skills, with a professional, confident, and helpful attitude.
  • Communication: Strong communication skills, with the ability to build relationships across departments.
  • Organizational: Excellent organizational skills, with the ability to work with a multi-disciplined team.
Working Arrangements

This role will require the successful candidate to work on-site at our Head Office in Cardiff for 2 days per week, with the remaining 3 days working from home or other flexible arrangements.

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