Service Desk Analyst

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

Service Desk Support Technician (1st Line)

Are you looking to start or grow your career in IT support?

We’re hiring an IT Service Desk Support Technician to join a busy and supportive service desk team based in Cardiff.

This is a fantastic opportunity for someone with a passion for technology, strong customer service skills, and a desire to develop within a professional IT environment supporting an international user base.

What you’ll be doing

As part of the service desk function, you’ll play a key role in delivering first-line technical support and ensuring users receive a high-quality experience. Responsibilities include:

• Managing and progressing support tickets through their full lifecycle
• Providing phone and email-based technical assistance
• Troubleshooting hardware, software, and desktop-related issues
• Supporting Microsoft Office and Office 365 applications
• Administering user accounts via Active Directory
• Configuring printers and peripheral devices within Windows
• Keeping customers updated and ensuring incidents are resolved within SLA targets
• Contributing to continual service improvement across end‑user support services

What we’re looking for

We welcome applications from candidates with a strong interest in IT and a service‑driven mindset. Ideal experience includes:

• Knowledge of Windows 10 support and desktop environments
• Familiarity with Office 365 user and group administration
• Active Directory account and group management
• Basic understanding of Azure (beneficial but not essential)
• Exposure to Service Desk tools such as ServiceNow (a plus)
• Awareness of ITIL processes and incident management

Most importantly, you’ll bring a professional attitude, willingness to learn, and great communication skills.

• Location: Cardiff, UK

Interested?

If you're looking for a role where you can build hands‑on technical experience, work with modern Microsoft technologies, and develop your career in IT support, we’d love to hear from you.

📩 Apply now or reach out for more details.