Job Title: Systems Support

Location: Remote, Swansea

Salary: Up to £27,000 Per Annum

This is a fully remote role, but candidates must be based within Swansea.

Who We Are

We’re one of the largest adult social care providers in the UK today – and we plan to keep growing and benefiting more lives.  Our support is dynamic, person-centred and fulfilling, so people can enjoy a flourishing life. We deliver care and support with energy, passion and positivity.

We're very proud to be recognised as one of the best organisations to work in by  ‘The Sunday Times Best Places to Work 2024 & 2025'.

Role Overview

As Systems Support, you play a vital role in helping colleagues across the organisation use our internal systems confidently and effectively. Reporting to the Helpdesk Manager, you provide clear, friendly, and efficient support that ensures smooth day-to-day system use and reduces disruption to services.

This role is ideal for someone with strong administrative skills, a people-first attitude, and a practical understanding of digital tools. While some basic technical awareness is helpful, this is primarily a colleague-facing role focused on enabling others, resolving everyday queries, and supporting systems-related processes and tasks.

Your Responsibilities

• Act as a first point of contact for colleagues needing help with using internal systems and digital tools.
• Support colleagues with routine tasks such as logging in, navigating software platforms, and understanding basic functions.
• Update user permissions across our core systems, maintaining appropriate access controls.
• Accurately log and track all requests and queries using the ticketing/helpdesk system.
• Escalate more complex technical issues to the relevant internal team, while keeping the user informed.
• Spot common queries or recurring issues and share insights with the wider team to improve system processes and training.
• Assist with routine maintenance tasks, basic testing, or data updates as directed by the Helpdesk Manager.
• Help maintain clear, user-friendly guidance and documentation to support internal system use.
• Contribute to a positive support experience by being approachable, patient, and solution-focused.

The Main Skills and Experience for This Role

Essential

• 1+ year in an administrative, customer support, or service desk environment.
• Strong communication and interpersonal skills, with the ability to explain systems and processes clearly to non-technical users.
• Confident using digital tools such as Microsoft Outlook, Teams, Word, and Excel.
• Organised, with the ability to prioritise tasks and manage time effectively in a busy support environment.
• A collaborative and helpful attitude, with a genuine interest in supporting colleagues.
• Basic understanding of user account management and standard system usage.

Desirable

• Experience within the healthcare sector.
• Familiarity with helpdesk or ticketing systems.
• An interest in system improvements, digital adoption, or user guidance.
• Some knowledge of software platforms commonly used in business operations (e.g., HR, scheduling, reporting tools).

Our Support

We go beyond expectations for our colleagues as well as the people we support. Our reward package includes much more than pay, 25 days of annual leave + bank holidays and pension. Your birthday off with pay after a year of service and there is a £300 refer a friend scheme too!

In addition, we also offer the following:

• Industry-leading recognition
• Social, financial and emotional wellbeing
• Training and development to reach your potential

If you’re ready for a job that can truly make a difference and you’re up for a challenge, then this is the role for you!

INDF