IT Service Desk Analyst

phs Group plc; Caerphilly; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Free Parking onsite

23 days holiday + bank holidays (31 in

phsPerks employee discounts

Job summary

phs Group plc is seeking an IT Service Desk Analyst in Caerphilly Head Office. The role focuses on resolving IT issues for end users with a strong emphasis on customer service.

The position offers a salary of £26,666.64 and excellent benefits, with a Monday to Friday schedule and no evenings or weekends. The ideal candidate is technically minded, enjoys helping others, and can communicate clearly while logging and tracking incidents.

Qualifications

• Experience in an IT Service Desk is highly desirable.
• Strong knowledge of MS Office products.
• Good knowledge of technologies in the desktop user environment.
• Understanding of ITIL practices.

Responsibilities

• Support end users with service requests and incidents via telephone, email or call logging system.
• Handle queries related to system software, applications and hardware.
• Follow issues through to resolution and log all contacts and actions.
• Escalate unresolved issues with concise details to the engineer.
• Assist in creating technical documents and training materials.

Skills

IT Service Desk

MS Office

Customer service

ITIL

Communication

Job description

IT Service Desk Experts - we’re looking for you!

IT Service Desk Analyst

Caerphilly Head Office

£26,666.64 and excellent benefits

Great hours Monday to Friday, no evening or weekend work

Full Time, permanent position

Great with IT related queries? Based in or near Caerphilly? Looking for a career rather than a job?

If you answered “Yes” to the above, this is the role for you. We’re hiring at phs Group – the leading Hygiene Services provider in the UK. We’re looking for the right person to join us as an IT Service Desk Analyst and it’s a role you will enjoy.

This role is ideal for you if you are technically minded and like to help and support people with their IT related questions. These questions could be regarding Microsoft Office, printers, monitors, docking stations, mobile technology or the internet. Your aim is to fix their issues promptly and efficiently by listening, building rapport, and asking questions to establish their needs. So, we’re looking for someone who enjoys resolving queries and helping colleagues.

So why phs Group? It’s a great place to work – a successful, market‑leading company with a friendly, supportive atmosphere. You’ll be joining a brilliant team who support each other as well as other colleagues. We have great hours, a good salary and a fabulous list of benefits that continues to grow.

Love resolving technical issues? Reliable? Looking for a stable career in an established, successful company? You’re just the kind of person we’re looking for! And if you’re driving to our Caerphilly office, our free on‑site car park will save you a fortune.

Your role as an IT Service Desk Analyst at phs Group:

• You’ll be supporting our end users with service requests and incidents, either via telephone, email, or our call logging system
• You’ll look after queries relating to system software, applications and hardware
• You’ll follow the customer issues through to their conclusion to ensure they are resolved
• All contacts and actions must be logged, documented, and updates provided so that the customer is supported
• Any issues that cannot be resolved are to be escalated to the appropriate engineer with concise details and actions of the issue
• You will also get to assist in creating technical documents, training material, and work / focus groups

The ideal candidate for this role will have:

• Experience of an IT Service Desk (highly desirable)
• Strong knowledge of MS Office products
• Good knowledge of all common technologies in the desktop user environment
• Understanding of Information Technology Infrastructure Library (ITIL) practices
• Excellent verbal, written and communication skills
• Brilliant Customer Service skills – calm, positive, professional and a great listener
• Good organisation and time management skills
• A natural inclination to find resolutions and work effectively within a team

In return for your commitment and expertise at phs Group:

• A salary of £26,666 in a permanent full‑time position
• No weekend or evening working – great hours Monday to Friday (40 hours a week)
• You’ll work in Head Office with excellent opportunities to develop your career here
• Training opportunities to expand your skills. We offer accredited ILM training through external and in‑house training
• Apprenticeship opportunities on completion of the probationary period
• Remote working from home may be possible after completion of the first 6 months of employment. You will be taking calls so you’ll need a dedicated work area at home for this.
• 23 days holiday plus bank holidays (31 days in total)
• Amazing employee discounts with major supermarkets and retailers with phsPerks.com
• Free Parking onsite so no parking costs
• Other benefits such as improved parental leave, a 24‑hour wellbeing helpline, cycle to work scheme, pension scheme, life assurance and more…

If this sounds like the opportunity you’ve been looking for, we would love to hear from you.

About phs:

phs Group was founded in 1963 and are the leading provider for Hygiene Services in the UK, Spain and Ireland. We have over 120,000 customers across 300,000 locations incorporating numerous businesses during 63 years of business.

phs Group include: Washrooms, Healthcare, Floorcare, phs Direct, Direct 365, phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.

At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.