IT Service Desk Pro — On-Call Support & Growth

Card Factory plc; Wakefield; On-site; GBP 22,000 - 30,000; Full time

Job summary

Card Factory plc is seeking an IT Service Desk Analyst to be the first point of contact for colleagues and suppliers, providing IT support across phone, email and in person at our Wakefield Support Centre.

You will log every query in Halo ITSM, support devices, MS Office, POS and ERP, work with IT teams to meet SLAs, and drive improvements through knowledge sharing and proactive problem solving.

Qualifications

• Experience on an IT Service Desk
• Strong technical knowledge across MS Office, POS systems, networking basics, and Active Directory
• Understanding of ITIL best practices and how they apply day-to-day
• Excellent communication and problem-solving skills with a positive, can-do attitude
• Flexibility to work outside core hours when needed

Responsibilities

• Be the first point of contact for colleagues and suppliers for IT support via phone, email, or in person.
• Log every query accurately in Halo ITSM so nothing gets missed.
• Support end-user devices, printers, MS Office, POS, and ERP.
• Work with IT teams to resolve issues within SLAs and escalate when needed.
• Provide progress updates and own cases from start to finish.
• Identify patterns to prevent repeat issues and improve service.
• Manage user accounts and access, liaise with external support partners, contribute to knowledge base.

Skills

IT Service Desk experience

MS Office

POS systems

Networking basics

Active Directory

Communication skills

Problem solving

Flexibility

Tools

Halo ITSM

Job description

Card Factory plc is seeking an IT Service Desk Analyst to be the first point of contact for colleagues and suppliers, providing IT support across phone, email and in person at our Wakefield Support Centre.

You will log every query in Halo ITSM, support devices, MS Office, POS and ERP, work with IT teams to meet SLAs, and drive improvements through knowledge sharing and proactive problem solving.