1st Line Application Support Operator

1st/2nd Line Application Support Operator

Location: Cardiff (office based initally then 3 days p/week from home)

Hours: 35 hours per week

£21.25 p/h (paid through an umbrella company)

We’re looking for someone to join an IT team supporting a range of core business systems used across the organisation.

This role sits within the IT and Digital function and focuses on providing first line support for key internal systems, including platforms built on the Microsoft Power Platform, Dynamics 365, HR systems and other critical applications. You’ll be the first point of contact for users, helping resolve issues, answering queries and making sure problems are logged and managed properly through the service desk.

You’ll work closely with internal IT teams and external suppliers to make sure issues are understood and resolved quickly, while keeping users updated along the way.

What you’ll be doing

Providing 1st line support for internal users across core business systems

Logging, managing and resolving incidents through the service desk

Troubleshooting system and user issues and providing guidance where needed

Escalating more complex problems to specialist teams while retaining ownership

Setting up new users across supported systems

Working with external suppliers where issues require third-party support

Supporting testing of fixes and system updates

Keeping documentation and system records up to date

Assisting with system improvements and IT projects when required

What we’re looking for

Experience providing IT or application support in a service desk or support environment

Strong troubleshooting and problem solving skills

Good understanding of business systems and user support processes

Ability to manage incidents and prioritise effectively

Comfortable working with both technical teams and non-technical users

A customer focused approach with strong communication skills

This is a good opportunity for someone who enjoys solving problems, working with a variety of systems and supporting users across a busy organisation