Service Desk Analyst

Hays; Cardiff; On-site; GBP 25,000 - 32,000; Full time

Job summary

Join a leading not-for-profit organisation as a Service Desk Analyst in Cardiff. This role involves providing 1st and 2nd line IT support, handling technical issues, and contributing to IT projects to enhance customer experience. With a commitment to social impact, you will be part of a team that plays a crucial role in delivering support services across England and Wales.

Benefits

28 days annual leave plus bank holidays

Additional day off for your birthday

Life assurance cover

Pension scheme with 5% employer contribution

Flexible hybrid working arrangements

Qualifications

• Experience in a 1st/2nd line Service Desk environment.
• Familiar with Microsoft technologies and Active Directory.
• Willingness to pursue ITIL certification and SC clearance.

Responsibilities

• Act as the first point of contact for IT support.
• Diagnose and resolve technical incidents.
• Update and maintain knowledge articles.

Skills

Diagnostic skills

Communication

Prioritisation

Proactive attitude

Education

ITIL Foundation certification

Tools

Microsoft Windows 10/11

Microsoft Office 2016

Azure Entra ID

Active Directory

Job description

Get AI-powered advice on this job and more exclusive features.

Hays provided pay range

This range is provided by Hays. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Your new company
You'll be joining a not-for-profit organisation dedicated to supporting people across England and Wales. With a strong commitment to service and social impact, the organisation relies on a robust, modern IT infrastructure to ensure that frontline staff can continue delivering life-changing support.

Your new role
As a Service Desk Analyst, you'll be the first point of contact for internal IT support, delivering high-quality 1st line and some 2nd line assistance. Your work will involve diagnosing and resolving technical incidents, updating and maintaining knowledge articles, and escalating more complex issues to senior teams or third-party providers. You'll also contribute to IT projects and help drive improvements to customer experience and self-service capabilities. This is a hands-on role requiring collaboration with wider IT teams in a fast-paced environment.

What you'll need to succeed

• Previous experience in a 1st/2nd line Service Desk environment
• Confidence using Microsoft technologies including Windows 10/11, Office 2016, and M365
• Familiarity with Active Directory, Azure Entra ID, and hardware from Dell or Lenovo
• Excellent diagnostic, prioritisation, and communication skills
• A proactive attitude toward learning and contributing to team knowledge
• ITIL Foundation certification (or willingness to work toward it)
• Willingnes to go through NPPV2 / SC clearance

What you'll get in return
In return you'll receive 28 days of annual leave (full-time equivalent) plus bank holidays, with your entitlement increasing by one day for each year of service up to a maximum of 33 days. You'll also enjoy an additional day off for your birthday, life assurance cover of up to three times your annual salary, and a pension scheme with a 5% employer contribution. The organisation offers enhanced sick pay allowances, and flexible hybrid working arrangements.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Community Services

Referrals increase your chances of interviewing at Hays by 2x

Get notified about new Service Desk Analyst jobs in Cardiff, Wales, United Kingdom.

IT Support Analyst (2nd/3rd Line) x 3 - New! (REFGJ26)

Greater Bristol Area, United Kingdom 4 days ago

Technical Support Specialist – Cardiac Devices

Greater Bristol Area, United Kingdom 1 day ago

Bristol, England, United Kingdom 1 day ago

Technical Application Support Specialist

Bristol, England, United Kingdom 1 month ago

Bristol, England, United Kingdom 3 days ago

Bristol, England, United Kingdom 2 days ago

Bristol, England, United Kingdom 3 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.