Service Desk Analyst

Identify Solutions; Cardiff; On-site; GBP 28,000 - 38,000; Full time

Job summary

Identify Solutions in Cardiff is seeking a Service Desk Analyst for a fully onsite, 8 week contract. The role is 9:00am–5:00pm, Monday to Friday, at £180 per day (umbrella).

You will provide 1st line IT support to users via phone and email, logging and updating tickets, and guiding users through solutions. Ideal candidates will have prior service desk or IT support experience, strong communication, and the ability to build rapport quickly with users of varying technical abilities.

Qualifications

• Previous Service Desk, Helpdesk, IT Support or customer service experience.
• It literacy and comfort with Outlook, Teams and Windows.
• Ability to build rapport with users of varying technical ability.
• Excellent written and verbal communication skills.
• Enjoy helping people and delivering high levels of customer service.
• Strong organizational skills and ability to handle multiple requests.
• Proactive, reliable and collaborative team player.

Responsibilities

• Provide 1st line support to users via phone and email.
• Log and update tickets, troubleshoot common issues, guide users through solutions.
• Escalate issues appropriately when required.
• Maintain a positive customer experience from start to finish.

Skills

IT Support

Customer Service

Microsoft Windows

Microsoft Outlook

Microsoft Teams

Communication

Ticket Logging

Tools

Ticketing System

Microsoft 365

Job description

Service Desk Analyst

Cardiff | Fully Onsite

£180 per day (via Umbrella)

8 Week Contract | Monday to Friday | 9:00am - 5:00pm

Are you the type of person who enjoys helping others and takes pride in providing great customer service? Do you have a good level of IT literacy and the confidence to guide people through technical issues?

We're recruiting for a Service Desk Analyst to join a busy support team during a key operational period. This is a fantastic opportunity for someone with previous IT Support, Helpdesk, Service Desk or strong customer facing experience who enjoys being the first point of contact when users need assistance.

In this role, you'll provide 1st line support to users via phone and email, helping with a range of Microsoft and PC related issues. You'll be responsible for logging and updating tickets, troubleshooting common problems, guiding users through solutions, and ensuring issues are escalated appropriately when required.

While some technical knowledge is important, this role is just as much about people as it is technology. The successful candidate will be able to build rapport quickly, communicate clearly with users of varying technical abilities, and deliver a positive customer experience from start to finish.

We're looking for someone who:

• Has previous Service Desk, Helpdesk, IT Support or customer service experience
• Is IT literate and comfortable using Microsoft products such as Outlook, Teams and Windows
• Can build strong relationships and establish rapport with users quickly
• Has excellent written and verbal communication skills
• Enjoys helping people and delivering a high level of customer service
• Can remain organised and manage multiple requests effectively
• Is proactive, reliable and able to work well within a team

What's on offer?

• Immediate start available
• Fast interview process via Microsoft Teams

If you're looking for a role where your communication skills, customer service approach and IT knowledge can make a genuine difference, we'd love to hear from you.