IT Service Desk Analyst

Sunil Goel & Associates, CAs; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology support organization in Cardiff seeks an enthusiastic IT Service Desk Analyst to provide 1st and 2nd line technical support. You will assist colleagues with IT issues, troubleshoot problems, and create user guides. The ideal candidate has experience in a similar role, is confident with Microsoft technologies, and enjoys helping others. This role offers competitive benefits and a chance to grow within a supportive team environment.

Benefits

Flexible Working Options

Generous Annual Leave

Pension Plan

Enhanced Allowances

Exclusive Discounts

Wellbeing Support

Qualifications

• Experience in a 1st/2nd line IT Service Desk support role, ideally in an ITIL-aligned environment.
• Confident with Microsoft technologies and end-user hardware.
• A great communicator who enjoys helping others.

Responsibilities

• Provide 1st line technical support to colleagues.
• Troubleshoot and resolve IT incidents.
• Support users with their computers and Microsoft software.
• Create and update user guides and knowledge base articles.

Skills

1st/2nd line IT Service Desk support experience

Knowledge of Microsoft technologies

Communication skills

Organisational skills

Proactive attitude

Tools

Microsoft Windows

Microsoft Office

Active Directory

Job description

Be the friendly face of Tech Support - Join us as an IT Service Desk Analyst!

Are you passionate about helping people solve their tech challenges? Do you enjoy working in a collaborative team where every day brings new opportunities to learn and make a difference?

We're looking for 2 x enthusiastic IT Service Desk Analysts to join our team in Cardiff and be the first point of contact for our internal customers.

What We Offer

At Victim Support, we are committed to attracting and retaining the best talent. Our competitive rewards and benefits package includes:

• Flexible Working Options: Including hybrid working.
• Generous Annual Leave: 28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave.
• Birthday Leave: An extra day off for your birthday.
• Pension Plan: 5% employer contribution.
• Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments.
• Exclusive Discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts.
• Financial Wellbeing: Access to our financial wellbeing hub and salary‑deducted finance.
• Wellbeing Support: Employee assistance programme and wellbeing support.
• Inclusive Networks: Access to EDI networks and colleague cafes.
• Sustainable Travel: Cycle to work scheme and season ticket loans.
• Career Development: Ongoing training and support with opportunities for career progression.

About The Role

What You’ll Do

• 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 Victim Support 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!

Who We’re Looking For

• 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.

Why Join Us

• Be part of a supportive, inclusive team that values your growth and well‑being.
• Opportunities for professional development.
• Make a real impact by supporting colleagues who deliver vital services for Victim Support.
• Enjoy a varied role with hands‑on experience, occasional travel, and a collaborative work environment.

Ready to Make a Difference

If you’re excited to help others and grow your IT career, we’d love to hear from you! Apply now and become a key part of our Technology support team.

About Us

Victim Support is an independent charity dedicated to supporting people affected by crime and traumatic incidents in England and Wales. We put them at the heart of our organisation and our support and campaigns are informed and shaped by them and their experiences.

Victim Support are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.

At Victim Support, we’re proud to celebrate diversity and create a workplace where everyone feels they belong. We’re committed to being an antiracist organisation, and we actively welcome applications from people of all backgrounds, including those from Black and Asian and other minoritised communities.

As a Disability Confident Employer, we offer a Guaranteed Interview Scheme for disabled candidates who meet the essential criteria. We are also happy to make reasonable adjustments during the selection process.

How To Apply

To apply for this role please follow the link below to the Jobs page on our website and complete the application form demonstrating how you meet the essential shortlisting criteria.

We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date. If you have already registered & started an application, then we will contact you to advise of the amended closing date wherever possible.