Hybrid IT Service Desk Analyst: 1st/2nd Line Support

NFP People; Wales; Hybrid; GBP 24,015 - 29,352; Full time

Benefits offered by this job

Hybrid working

£500 probation bonus

Birthday leave

5% employer pension

Annual leave + birthday

Employee assistance programme

Job summary

Career Choices Dewis Gyrfa Ltd in Cardiff is seeking an IT Service Desk Analyst to be the first point of contact for internal customers, providing 1st/2nd line support and guiding colleagues through IT issues.

The role offers hybrid working, 37.5 hours per week, with a clear path for development in a supportive charitable environment that values user-centric service and collaborative problem solving across Windows, Office, and Active Directory environments.

Qualifications

• Experience in a 1st/2nd line IT Service Desk support role, ideally in an ITIL-aligned environment.
• Confident with Microsoft technologies (Windows, Office, Active Directory) and end-user hardware setup and troubleshooting.
• A great communicator who enjoys helping others and can explain technical issues in a clear, friendly way.
• Organised, proactive, and able to prioritise tasks in a busy environment.
• Eager to learn, share knowledge, and contribute to a positive team culture.

Responsibilities

• Provide 1st line (and some 2nd line) technical support to colleagues, ensuring their IT issues are resolved quickly and professionally.
• Troubleshoot and resolve incidents, escalating when needed, and always aiming to exceed service expectations.
• Support users with their computers, Microsoft Windows, Office, and more.
• Create and update user guides, FAQs, and knowledge base articles to empower colleagues and boost self‑service confidence.
• Participate in team meetings, workshops, and IT projects; your ideas and input will always be valued!

Skills

1st/2nd line IT Service Desk support

Microsoft Windows

Microsoft Office

Active Directory

Job description

Career Choices Dewis Gyrfa Ltd in Cardiff is seeking an IT Service Desk Analyst to be the first point of contact for internal customers, providing 1st/2nd line support and guiding colleagues through IT issues.

The role offers hybrid working, 37.5 hours per week, with a clear path for development in a supportive charitable environment that values user-centric service and collaborative problem solving across Windows, Office, and Active Directory environments.