Hybrid IT Service Desk Analyst (1st/2nd Line)

Additional Resources; United Kingdom; Hybrid; GBP 27,000; Full time

Job summary

A national charity is urgently hiring a Service Desk Support Analyst in Cardiff. This permanent role offers hybrid working and a salary of £26,150. Responsibilities include providing 1st and some 2nd line support to around 1200 users, managing user accounts and troubleshooting hardware and network issues. Ideal candidates will have prior experience in a similar role, strong communication skills, and familiarity with ITIL environments. Comprehensive benefits include annual leave and pension schemes.

Benefits

Pension and life assurance

25 days annual leave (pro-rata)

Voluntary benefits like season ticket loans

Cycle to work scheme

Qualifications

• Must have prior Service Desk experience in a Microsoft Windows environment.
• Familiarity with ticket logging software and ITIL aligned environments is required.
• Must be a working resident in the UK for the last 4 years or hold current SC security clearance.

Responsibilities

• Provide 1st and 2nd line support for circa 1200 staff.
• Manage user accounts and assist with hardware and network support.
• Resolve approximately 35-40 tickets a day.

Skills

Experience of working in 1st / 2nd line Service Desk support role

Windows Active Directory and Microsoft EntraID (Azure)

Hardware setup, installation, troubleshooting

Network support, Installation, configuration

Microsoft Windows 10/11 & MS Office installation

Desktop and browser security components

Supporting Voice Over IP telephony solutions

Experience with IT Service Management tools

Ability to multitask

Excellent communication skills

Job description

A national charity is urgently hiring a Service Desk Support Analyst in Cardiff. This permanent role offers hybrid working and a salary of £26,150. Responsibilities include providing 1st and some 2nd line support to around 1200 users, managing user accounts and troubleshooting hardware and network issues. Ideal candidates will have prior experience in a similar role, strong communication skills, and familiarity with ITIL environments. Comprehensive benefits include annual leave and pension schemes.