Overview

The Technology Services Department is responsible for managing and supporting the technology infrastructure that enables Wales Millennium Centre and its residents to operate efficiently, securely, and innovatively. It plays a critical role in both day-to-day operations and long-term strategic planning. As the 1st line IT Helpdesk Engineer, you will be the first point of contact for all staff and residents that require IT support, and will be required to provide an exceptional level of service in a fast paced and dynamic department, working closely with the Head of Technology Services & Customer Relations on strategic projects.

Innovation is important to us and a big part of the work we do in the Technology Services team. Within the last few years we have implemented sophisticated cyber security systems, rolled out enterprise level WiFi across the building, recently upgraded to the latest version of our core CRM and ticketing system (known as Tessitura) and implemented a new cloud-based omnichannel system (integrated phone, email, and webchat) in our contact centre.

Coming up, we have a number of exciting projects. We are looking to implement a new ticket delivery and pre-show drinks app, a site wide refresh of our core internal networking and switching infrastructure, and some potentially transformative AI based automation processes and systems. There will also be a major project in the next couple of years when we open our new digitally immersive building 400 yards from our iconic building, involving cutting edge technology.

Responsibilities

• Ensure the IT Helpdesk is monitored within business hours, seeking cover from other team members where appropriate; motivate and mentor members of the team.
• Respond to support requests from customers in a professional and timely manner, providing solutions and feedback within agreed service levels, escalating where appropriate.
• Proactively manage the volume of helpdesk activity, conduct root cause analysis, and make recommendations for improvement to drive continuous improvement.
• Provide innovative problem solving to ensure an effective IT helpdesk service.
• Diagnose and resolve technical issues across a range of devices.
• Perform remote troubleshooting through diagnostic techniques and by asking pertinent questions.
• Carry out installation and configuration of authorized hardware and software as required.
• Build strong relationships with teams, suppliers, and external stakeholders through effective interpersonal and communication skills.
• Administer accounts for starters and leavers, configuring devices as appropriate.
• Conduct access reviews across software such as Microsoft 365, Active Directory and other SaaS solutions.
• Ensure patch compliance for endpoints and end-user software, rolling out updates as required.
• Maintain asset registers and inventory logs as required.
• Co-ordinate the technical setup at large staff meetings.
• Ensure confidentiality is maintained at all times and compliance with General Data Protection Regulations.
• Undertaking other duties appropriate to the level of the post.

Qualifications

• Ability to communicate clearly and professionally, tailoring language to explain technical issues to a non-technical audience.
• Ability to balance several workstreams simultaneously, prioritizing appropriately.
• Experience of Microsoft endpoint and productivity systems such as Windows 11 and Office 365.
• Excellent customer-facing people skills.
• Meticulous attention to detail, ensuring work is carried out right first time.

Benefits

• 25 days of annual leave plus bank holidays, pro rata for part-time workers.
• Enhanced pension scheme.
• Enhanced maternity, paternity, adoption, and shared parental leave (subject to length of service).
• Health cash plan for dental and optical care, and other treatments.
• Medical assistance membership with remote GP access, counselling, and physiotherapy.
• Employee assistance programmes for legal, financial, and family concerns.
• Life assurance of 4x annual salary.
• New staff network opportunities (e.g., NEWID for Equality, Diversity and Inclusion).
• Free access to learn Welsh online.
• £5 all-day parking available on working and non-working days.
• 35-hour working week with a flexitime policy to accommodate personal commitments and operational needs.

At Wales Millennium Centre, our commitment to diversity and inclusion goes beyond words; it is a fundamental aspect that guides our actions. Adhering to the principles outlined in Section 158 of the Equality Act 2010, we actively embrace positive action in our recruitment and selection processes. Recognising the underrepresentation of specific groups, particularly individuals with disabilities and those from Black, Asian, and ethnically diverse backgrounds, we have implemented proactive measures to address this disparity.