IT Service Desk Technician - First-Line Support

United Welsh; Caerphilly; On-site; GBP 24,000 - 30,000; Full time

Job summary

United Welsh is seeking a Service Desk Technician to be the first point of contact for colleagues needing IT help. You will resolve issues, provide friendly customer service, and manage support requests from initial contact through to completion.

The role requires hands-on work with Windows and Microsoft 365, asset management, and clear documentation. Please note the role requires regular presence at Caerphilly Head Office, with an average of about 3 days on site per week.

Qualifications

• Experience delivering IT support in a service desk or customer-facing environment.
• Good knowledge of Microsoft Windows and Microsoft 365.
• Experience using service desk or ticket management systems.
• Strong communication and customer service skills.
• Ability to multi-task and manage multiple requests.

Responsibilities

• Act as the first point of contact for IT support, providing timely assistance via phone, email, Teams and in person.
• Log, prioritise and resolve service requests and incidents with accurate ticket records.
• Troubleshoot hardware, software and access issues and escalate when needed.
• Prepare, deploy, and manage IT equipment and assets, ensuring proper records.

Job description

United Welsh is seeking a Service Desk Technician to be the first point of contact for colleagues needing IT help. You will resolve issues, provide friendly customer service, and manage support requests from initial contact through to completion.

The role requires hands-on work with Windows and Microsoft 365, asset management, and clear documentation. Please note the role requires regular presence at Caerphilly Head Office, with an average of about 3 days on site per week.