IT Service Desk Analyst — 1st Line Support (Cardiff)

Regal Cloud; Cardiff; On-site; GBP 20,000 - 28,000; Full time

Job summary

A leading IT support company in Cardiff is seeking an IT Service Desk Support Technician to join their busy team. This role involves delivering first-line technical support, managing support tickets, and assisting users with hardware and software issues. Candidates should have a passion for technology, excellent customer service skills, and a desire to grow within the IT field. This position offers a fantastic opportunity to develop hands-on experience with modern Microsoft technologies in a professional environment.

Qualifications

• Strong interest in IT and service-driven mindset.
• Professional attitude and willingness to learn.
• Great communication skills.

Responsibilities

• Manage and progress support tickets.
• Provide phone and email-based technical assistance.
• Troubleshoot hardware and software issues.
• Support Microsoft Office and Office 365 applications.
• Administer user accounts via Active Directory.
• Configure printers and peripheral devices.
• Ensure incidents are resolved within SLA targets.
• Contribute to service improvement across end-user support.

Skills

Customer service skills

Knowledge of Windows 10 support

Familiarity with Office 365

Active Directory management

Basic understanding of Azure

Exposure to Service Desk tools

Awareness of ITIL processes

Job description

A leading IT support company in Cardiff is seeking an IT Service Desk Support Technician to join their busy team. This role involves delivering first-line technical support, managing support tickets, and assisting users with hardware and software issues. Candidates should have a passion for technology, excellent customer service skills, and a desire to grow within the IT field. This position offers a fantastic opportunity to develop hands-on experience with modern Microsoft technologies in a professional environment.