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Tech Desk Support Analyst

Cardiff

  1. Full time

About the job

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This vacancy has now expired. Please see similar roles below...

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In this role, based permanently onsite across our South Wales Offices, you will be the first point of contact for employees seeking technical assistance, offering immediate support with a friendly and professional manner. Your main objective will be to ensure a seamless and efficient resolution of technical issues, by putting our customer at the core of our operating model to deliver a high-quality service and ensure the customer journey provides a 'platinum' experience at every touchpoint. Our endpoint estate consists of a large (predominately Dell) laptop estate with a number of virtual devices (AVD/pVDI/VDI). A range of systems which manage/provision the endpoints, protect our users from emerging threats and provide a consistent user experience across a range of personas: Frontline operatives, Backoffice service staff, Executives, Contractors, Remote workers etc. Technology and services include Endpoint Management tooling (Intune, SCCM), Microsoft 365 (Intune, Autopilot, Modern Management), Group Policy Management, AppLocker, Security Hardening (CIS etc), VMware Horizon and OS deployments.

Key Responsibilities

• Act as the first point of contact for onsite support: Assist employees with hardware, software, and peripheral issues in person and take accountability for resolution of their issues.

• Provide high standard of customer support with a focus on Incident and Request management, ensuring that the work queues are prioritised, and tickets dealt with in a timely manner to ensure accurate tracking and reporting, whilst providing excellent customer service and building positive relationships with employees seeking assistance.

• Take ownership of issues by diagnosing technical problems and determine the best solutions based on the issues presented, engagement with 3rd party support (where appropriate) and ensure the customer is informed throughout.

• Maintaining our end user technical estate involves not only ensuring the functionality and performance of the hardware and software but also proactively managing and upgrading systems as needed.

• Ensure EUC assets are accurately maintained within the CMDB throughout their lifecycle and managed securely.

• Actively seek resolution to problems and ensure knowledge is updated and shared across the wider teams.

• Collaborate with the Service Desk Team to drive innovation and work as one unified accountable team.

• Ensure that continuous service improvements are a key focus.

• Engage with the wider IT Support Teams, in order to obtain correct outcomes, coordinate resolutions and knowledge sharing.

• Educate employees on best practices for using technology and software applications effectively.

• Prepared to attend meetings and engage, contribute, and communicate back to the wider teams.

• Support our Meeting room Technology to ensure users impact is kept to a minimum. • Any additional duties required as part of the role.

Experience and Skills Required

Essential:

• An understanding of:

  1. Group policy, Windows and MAC OS build and deployment.
  2. Active directory.
  3. Patching and deployment methods

• Good technical knowledge of Microsoft products including Windows 10, Windows Server, Azure and Domain Local Active Directory and Exchange.

• Experience of working to SLA’s and OLA’s.

• Strong Organisational skills.

• Flexibility to meet customer needs.

• Keen focus on service and the continuous improvement of service.

• Confident and capable in both a team environment and working on own initiative.

• Effective communication skills working with both IT and non-IT colleagues.

• A proven ability to evaluate and prioritise work schedules according to business risk and priorities.

• Excellent time management.

• Ability to work under pressure.

Desirable:

• ITIL Foundation.

• Experience using ITSM tooling.

• JAMF Certification – MAC estate.

• Awareness of Asset Management.

• Relationship building skills and client facing experience.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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  1. Full time
  2. Admiral Tech

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Cardiff

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Our Benefits

Admiral employees work hard to keep us at the top of our industry, and are rewarded for it—with competitive pay, a share package, career growth and development opportunities and some other great benefits, too!

People who like what they do, do it better.

Be You

Financial & Mortgage Advice

Financial & Mortgage
Advice

Ecare

24-Hour
Ecare

Cycle to Work Scheme

Cycle to Work
Scheme

Annual Holiday Allowance

Annual Holiday
Allowance

Flexible Working

Flexible
Working

Simply Health

Simply
Health

Private Health Cover

Private Health
Cover

Critical Illness Cover

Critical Illness
Cover

Grow & Progress

Learning and Development

Learning and
Development

Educational Sponsorship

Educational
Sponsorship

Accredited Qualifications ILM

Accredited
Qualifications ILM

iLearn

iLearn
Online Learning

Buy a Book Scheme

Buy a Book
Scheme

Developmental Coaching

Developmental
Coaching

Port of Calls

Port of
Calls

Internal Mobility

Internal
Mobility

Make a Difference

Groups & Societies

Groups and
Societies

Socials & Team Days Out

Socials and Team
Days Out

Multi Faith / Quiet Rooms

Multi Faith / Quiet
Rooms

Admiral Community Fund

Admiral Community
Fund

Give as You Earn

Give as You
Earn

Awards & Star Lunches

Awards and Star
Lunches

Corporate Social Responsibility

Corporate Social
Responsibility

Impact Hours

Impact
Hours

Share In Our Future

Share Schemes

Share
Schemes

Refer a Friend Bonus

Refer a Friend
Bonus

Colleague and Family Discount

Colleague and Family
Insurance Discount

Group Life Assurance

Group Life
Assurance

Pension

Pension
Scheme

Life Event Loan

Life Event
Loan

Tickets to Sponsored Events

Tickets to Sponsored
Events

Tusker

Tusker Salary
Sacrifice

Click here to download our full benefits brochure