IT Service Desk Analyst

NFP People; Wales; Hybrid; GBP 27,000; Full time

Job summary

A supportive charity organization in Cardiff is looking for an IT Service Desk Analyst to provide technical support. This role involves resolving IT issues, contributing to team meetings, and creating user resources. Applicants should have experience in IT service support, especially in an ITIL-aligned environment. The job offers a competitive salary, opportunities for professional development, and a range of employee benefits, including flexible working options and generous annual leave.

Benefits

Flexible Working Options

Generous Annual Leave

Birthday Leave

Welcome Bonus

Pension Plan

Enhanced Allowances

Exclusive Discounts

Financial Wellbeing Support

Wellbeing Support

Inclusive Networks

Sustainable Travel Options

Career Development Opportunities

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 setup and troubleshooting.
• A great communicator who enjoys helping others.

Responsibilities

• Provide 1st line and some 2nd line technical support to colleagues.
• Troubleshoot and resolve incidents, escalating when needed.
• Create and update user guides and knowledge base articles.

Skills

1st/2nd line IT Service Desk support

Microsoft technologies (Windows, Office, Active Directory)

Communication

Organised and proactive

Team collaboration

Job description

IT Service Desk Analyst

Be the friendly face of Tech Support. Join the team 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 the team in Cardiff and be the first point of contact for internal customers.

These roles require NPPV Police vetting and SC level clearance which the organisation will arrange. However, to be eligible you must have been living and working legally in the UK for a minimum of 3 years and be willing to share your personal circumstances with the Police to facilitate the process.

Position: IT Service Desk Analyst

Location: St. Mellons, Cardiff

Hours: Full time 37.5 hours per week

Contract: Permanent

Salary: £26,161.25 per annum

Closing Date: 16th December 2025. We reserve the right to close this vacancy early, if enough suitable applications are received.

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 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 the Team

• 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 the Technology support team.

Benefits Include

• 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.
• Welcome Bonus: £500 on successful completion of probation period.
• 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 Organisation

This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System, everyone at the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events.

As part of the commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. The charity is also a Disability Confident Employer and provides a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role.

If you have a disability, a learning difficulty such as dyslexia or a medical condition, which you believe may affect your performance during any aspect of the selection process, the team will be happy to make reasonable adjustments to enable you to perform at your best.

You may have experience in areas such as IT Support, IT Support Desk, IT Analyst, 1st Line Support, 2nd Line Support, 1st Line IT Support, 2nd Line IT Support, Technical Support, IT and Tech Support.

Please note this role is being advertised by NFP People on behalf of our client.