IT Specialist

IT Specialist

Department: Technology

Employment Type: Permanent

Location: Cardiff, UK

Reporting To: Senior IT Manager, EMEA

The IT Specialist role holds responsibility for providing 2nd Line technical support to our colleagues and customers, resolving issues within agreed service level agreements and key performance indicators as set within the IT Support guidelines. At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful analytics and insights.

Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we’re making workplaces safer every day.

• Providing 2nd line technical support to 1500+ users, answering support queries via phone, email and face-to-face while maintaining a high degree of customer service in line with ITIL best practices
• Provide escalation support to the 1st line support team
• Work with additional Technology teams to triage and resolve system and product related tickets
• Logging calls into our ticket management system, taking ownership of user problems and being proactive when dealing with their issues
• Supporting company hardware and software
• Allocating more complex tickets to the relevant teams where appropriate
• Logging incidents with our external 3rd party service providers
• Aiming to respond and resolve 95% of incidents within the SLA
• Support in the delivery of technology projects
• Carry out regular checking of backups, infrastructure, security measures and systems
• Assisting in updating the Technology knowledge bank and supporting knowledge sharing across the tech support function
• Being proactive in suggesting methods and actions to increase the efficiency and effectiveness of the Tech Support Desk
• Providing support during the opening hours of tech support, 08:00 till 17:00 via shifts.
• The consideration and application of information security principles within to day-to-day tasks
• Regular travel to all UK Alcumus offices to maintain relationships with team members and customers.
• Delivery of the Alcumus Technology induction programme.

Essential

• Previous experience in a technical support role
• Previous telephone support experience
• Experience of using a ticket management system
• Familiarity with Microsoft 365
• Experience of installing and troubleshooting hardware and software

Skills and Competencies

• Competent with Microsoft Office applications
• Excellent communication skills
• Strong problem-solving skills

Personal Attributes

• Team player
• Approachable
• Empathetic
• Strong work ethic
• Adaptable and flexible
• Ability to work under pressure of tight timescales
• Ability to adapt to change
• Enthusiastic and pragmatic
• Customer-focused and willing to listen

Desirable

• Experience in supporting macOS
• Familiarity with Microsoft Intune
• Degree level educated
• ITIL Foundation
• Microsoft 365 Fundamentals Certification

We have a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer.

Personal Health & Wellbeing / Benefits

• Enhanced Parental Leave
• Generous annual leave, with the option to buy additional days
• Healthcare Plan
• Annual Giving Day – an extra day to give back to yourself or your community
• Cycle-to-work Scheme
• EV Salary Sacrifice Scheme

Future Planning

• Pension scheme with employer contributions
• Life Assurance – 3X base salary
• Rewards Program – access to discounts and cashback
• Linked In Learning License for upskilling & development

Interested but don’t feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability,…