IT Service Desk Analyst

Pobl Group; Newport; Hybrid; GBP 31,000 - 36,000; Full time

Job summary

A major not-for-profit organization in the UK seeks a Service Desk Analyst. In this hybrid role, you'll provide IT support, troubleshoot issues with Microsoft 365 and support colleagues across the organization. The ideal candidate should have experience in IT support, good communication skills, and a collaborative approach. Benefits include a competitive salary, generous holiday entitlement, and opportunities for professional development. Interviews are planned for 28th January 2026, so apply soon.

Benefits

26 days holiday plus Bank holidays

Flexible working opportunities

Continuous professional training and development

Discounts through Blue Light Card

Free counselling and wellbeing services

Qualifications

• Experience in a similar IT support role providing remote support.
• Confident in administering Office 365 and mobile device management.
• Strong analytical and problem-solving abilities.

Responsibilities

• Take ownership of incidents raised and resolve issues through phone, email, and ticketing system.
• Troubleshoot software and hardware issues, including Microsoft 365 and mobile device management tools.
• Deliver excellent customer service and maintain system documentation.

Skills

IT support experience

Microsoft 365

Entra

Intune

Active Directory

Excellent communication skills

Analytical skills

Problem-solving skills

Job description

Summary

As a Service Desk Analyst, you’ll be the trusted first point of contact for colleagues. You will take ownership of incidents raised by phone, email, or our ticketing system, and working to resolve issues with confidence. You’ll support people across the organisation who rely on a wide range of technology every day, playing a key role in keeping them connected, supported, and able to do their best work.

Overview

Who are Codi Group?

Codi is a not-for-profit with a big heart and an even bigger mission. As Wales’ largest provider of housing, care, and support, we’re here to help people live well, feel supported, and rise to their full potential.

We look after almost 25,000 homes across Wales and are gearing up to build more than 4,500 new ones in the next five years. Every day, our teams support nearly 17,000 individuals with services that make a real and uplifting difference to people’s everyday lives.

With over 3,000 passionate colleagues, Codi is a major player in the Welsh economy—powered by strong partnerships, shared values, and a genuine love for helping communities thrive.

Our name says it all: ‘Codi’ means rise in Welsh. It reflects who we are, where we come from, and our ambition to lift expectations, lift communities, and lift each other.

About The Role

The Service Desk Analyst at Codi plays a key role in supporting colleagues by resolving technology‑related incidents via phone, email, and an internal ticketing system. You’ll troubleshoot a wide range of software and hardware issues, including Microsoft 365, Windows 11, Teams, and mobile device management tools such as Intune and Entra.

Working closely with wider technology teams, you’ll deliver excellent customer service, maintain system documentation, support network and AV equipment, and liaise with third‑party suppliers.

This is a hybrid role, with a mixture of home and office working—at least two days per week in either the Cardiff or Newport office.

Skills And Experience Needed

We’re looking for someone with experience in a similar IT support role, able to provide effective remote support and confident in administering Office 365, Entra, Intune, Active Directory, and mobile device management. You’ll bring excellent communication skills, strong analytical and problem‑solving abilities, and a collaborative approach to working with colleagues. Ideally, you’ll have a solid understanding of best‑practice troubleshooting, a methodical approach to configuring devices for MDM, and the personal qualities to thrive in a busy service environment—performance‑focused, organised, analytical, and naturally driven to solve problems.

Values

At Codi, our values are Compassionate, Authentic, and Progressive. When you join us, you’ll embrace these principles and thrive in an environment shaped by them.

Pay and Pensions

• £31,151 (for part time roles include both full time equivalent and pro rata salary for reference)
• Pension Choices:
• Defined Contribution (DC) Scheme with matched contributions up to 10%
• Defined Benefit (DB) 1/80th of final salary for every year of service
• 3 × Life Cover linked to pension membership
• Saving scheme with competitive interest rate
• Give As You Earn scheme for tax‑efficient charity donations
• From 1st April 2026 the option to be either weekly or monthly paid

Time off and Flexibility

• 26 days holiday, pro rata entitlement plus Bank holidays. Rising to 31 days with an extra day for each full year of service.
• Flexible working opportunities dependent on role
• Maternity & Adoption Leave: 20 weeks
• Paternity Leave: 3 weeks

Wellbeing

• Sick Pay, rising with length of service up to 6 months full pay after 4 years.
• Eyecare: Up to £100 reimbursement towards eye tests and glasses.
• Free counselling, coaching, wellbeing team, and OH service to all colleagues
• Annual Health Check
• Health Cash Plan

Getting Around

• Mileage paid at 45p plus 5p per passenger per mile
• Salary sacrifice Electric Vehicle Lease Scheme (subject to eligibility)
• Cycle to Work Scheme

Personal Development

• Continuous professional training and development
• Leadership development programmes
• Professional memberships needed for your role are reimbursed
• Career coaching
• Support with funding and time for qualifications

Perks and Recognition

• Long Service Awards
• Blue Light Card Eligibility giving discounts at 15,000 brands.
• Colleague Discount platform

FREDIE

At Codi Group we are guided, in all that we do, by a group of principles that we call FREDIE, these are: Fairness, Respect, Equality, Diversity, Inclusion, Engagement. This means that whatever your background, you will have an equal opportunity to rise with us and we encourage you to apply now.

If you would like any support with your application or to discuss any adjustments that you may require to support you to application process, please contact [e-mail] or 0300 373 5262.

How do you apply?

If you have the skills and experience required, please follow the prompts to apply now. Interviews are planned for 28th January 2026 in our Cardiff office, so don’t delay in applying.