First-Line IT Service Desk Technician

United Welsh; Caerphilly; On-site; GBP 22,000 - 30,000; Full time

Job summary

United Welsh is seeking a Service Desk Technician to be the first point of contact for colleagues needing IT support at our Caerphilly Head Office. You will resolve everyday technology issues, provide friendly customer service and manage requests from initial contact through to completion.

This role focuses on delivering a positive support experience, assisting with Microsoft 365, device provisioning and asset records, and supporting a hybrid way of working with an expected presence on site

Qualifications

• Experience delivering excellent customer service in an IT service desk or similar environment.
• Good working knowledge of Microsoft Windows and Microsoft 365 applications.
• Experience using service desk or ticket management systems.
• Knowledge of device management tools such as Microsoft Intune.
• Knowledge of ITIL or IT service management principles.
• Ability to communicate technical information clearly and adapt explanations for different audiences.

Responsibilities

• Act as the first point of contact for IT support, providing friendly, professional and timely assistance to colleagues by phone, email, Teams and in person.
• Log, prioritise and resolve service requests and incidents, ensuring tickets are updated and closed in line with processes.
• Troubleshoot hardware, software and access issues, escalating complex problems to appropriate teams.
• Prepare, deploy, replace and collect IT equipment, maintaining asset records, stock levels and disposal processes.
• Support colleagues in using Microsoft 365 applications, business systems and self-service tools, offering guidance and training where needed.
• Create and maintain user guides, knowledge articles and support documentation to improve the user experience.
• Carry out routine technology-related checks and monitoring in line with policies.
• Collaborate with the Technology and Business Transformation teams to share knowledge and improve services.
• Demonstrate experience delivering customer service in an IT/service desk environment.
• Utilise service desk or ticketing systems and knowledge of device management tools.

Job description

United Welsh is seeking a Service Desk Technician to be the first point of contact for colleagues needing IT support at our Caerphilly Head Office. You will resolve everyday technology issues, provide friendly customer service and manage requests from initial contact through to completion.

This role focuses on delivering a positive support experience, assisting with Microsoft 365, device provisioning and asset records, and supporting a hybrid way of working with an expected presence on site