Service Desk Analyst

Additional Resources; Cardiff; Hybrid; GBP 27,000; Full time

Job summary

A national organization is seeking a Service Desk Analyst to provide 1st and 2nd line technical support. This permanent role offers a competitive salary of £26,150, hybrid working options, and a range of benefits, making it an excellent opportunity to develop your IT support career.

Benefits

25 days holiday plus bank holidays

Pension scheme

Life assurance

Season ticket loans

Cycle-to-work scheme

Qualifications

• Experience in 1st/2nd line support.
• Proficiency with Microsoft technologies.
• Familiarity with networking basics and ITIL principles.

Responsibilities

• Providing 1st and 2nd line IT support to users across the UK.
• Logging and resolving incidents through IT service management tools.
• Supporting network connectivity and infrastructure.

Skills

Technical support

Multitasking

Incident management

Customer service

Troubleshooting

Tools

Active Directory

Windows 10/11

Office 2016/O365

ITSM ticketing tools

Desktop security tools

Job description

An opportunity has arisen for a Service Desk Analyst(1st & 2nd Line Support) to join a national organisation that provides free and confidential support to individuals affected by crime or traumatic incidents.

As a Service Desk Analyst, you will be delivering first-class technical support across 1st and 2nd line queries within a fast-paced, ITIL-aligned service desk team.

This is a permanent role offering hybrid working options (2 days in office), a salary of £26,150 and benefits.

You will be responsible for:

• Delivering 1st and some 2nd line IT support to users across the UK
• Logging, tracking, and resolving incidents through IT service management tools
• Administering Active Directory and Azure EntraID (formerly Azure AD)
• Installing, configuring, and troubleshooting hardware such as laptops, desktops, printers, and scanners
• Supporting network connectivity and infrastructure including LAN, WAN, VPNs, and firewalls
• Maintaining security tools and protocols (antivirus, firewalls, browser security, etc.)
• Assisting with VoIP systems, particularly Zoom Workplace
• Providing guidance and troubleshooting on bespoke applications and internal CRM tools
• Confident multitasker with the ability to manage around 35 - 40 support tickets daily

What we are looking for:

• Previously worked as a Service Desk Analyst, IT Support Analyst, 1st Line Technician, 2nd LineTechnician, IT Support Technician, Service Desk Technician, IT Technician, IT Engineer,Technical Support Analyst,Technical Support Engineeror in a similar role.
• Previous experience in a 1st /2nd line support role
• Proficiency with Microsoft technologies including Active Directory, Windows 10/11, Office 2016/O365
• Familiarity with network infrastructure and basic support across LAN/WAN/VPN setups
• Experience using ITSM ticketing tools in an enterprise or high-volume environment
• Working within ITIL principles and contributing to continual service improvement
• Knowledge of desktop security tools including antivirus and site certificates
• Eligibility for SC and NPPV3 Police Vetting
• Must have UK residency for at least 5 years

What’s on offer:

• Competitive Salary
• 25 days holiday (pro rata) plus bank holidays
• Pension scheme
• Life assurance
• Flexible hybrid working model
• Season ticket loans
• Cycle-to-work scheme

This is a great opportunity for a Service Desk Analyst to join a meaningful organisation and further your IT support career.

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