Service Desk Analyst

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

Job summary

A national charity is looking for a Service Desk Support Analyst to provide 1st and 2nd line support to approximately 1200 staff across the UK. The role requires obtaining SC security clearance and offers hybrid working options. You will be responsible for managing and resolving tickets in a high-volume environment, ensuring excellent customer service. Benefits include competitive salary and various rewards like pension and annual leave.

Benefits

Pension and life assurance

25 days annual leave

Cycle-to-work scheme

Qualifications

• Experience in 1st/2nd line support roles needed.
• Proficiency with Windows Active Directory and Azure required.
• Strong troubleshooting skills for desktop and network hardware.

Responsibilities

• Provide support for circa 1200 staff nationally.
• Handle 35-40 tickets a day, ensuring timely resolution.
• Ensure excellent service in a high-volume environment.

Skills

1st/2nd line Service Desk support experience

Windows Active Directory

Microsoft EntraID (Azure)

Hardware troubleshooting

Network support installation

Microsoft Windows 10/11

MS Office 2016 and O365

Desktop security components

Voice-over-IP telephony solutions

ITIL-aligned environment experience

Tools

IT Service Management tools

Job description

Overview

We currently have an urgent vacancy for a Service Desk Support Analyst on behalf of our client, a National Charity based in the St Mellons area of Cardiff. Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL‑based environment.

Due to the nature of the organisation’s public services you will be expected to obtain SC security clearance and NPPV2 Police Vetting before starting the role, so you must have been a working resident in the UK for the last four years or already hold current SC security clearance.

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

Requirements

• Experience of working in a 1st/2nd line Service Desk support role
• Windows Active Directory and Microsoft EntraID (Azure) – managing computer and user accounts, groups and containers
• Hardware set‑up, installation, troubleshooting and diagnostic assistance (computer, telephone, laptop, printer, scanner)
• Network support, installation and configuration (LAN, WAN, VPN, etc.) including switches, routers and firewalls
• Microsoft Windows 10/11, MS Office 2016 and O365 installation, configuration and troubleshooting
• Desktop and browser security components – site security certificates, firewalls and anti‑virus
• Supporting Voice‑over‑IP telephony solutions, specifically Zoom Workplace
• Experience with IT Service Management tools (ticket logging software, Microsoft System Centre) and prior work in an ITIL‑aligned enterprise environment
• Ability to multitask across multiple incidents, stay organised and maintain a keen eye for detail
• Excellent verbal and written communication skills, particularly as the role involves supporting users nationally

Responsibilities

The service desk operates between 9.00 and 17.00 Monday to Friday. You may need occasional, rare travel to support local offices and stakeholders throughout the country. In this high‑volume environment you will be handling around 35–40 tickets a day – taking ownership of issues and seeing them through to resolution while providing excellent service.

Benefits

In return our client offers competitive rewards and benefits, including pension and life assurance, 25 days annual leave (pro‑rata), voluntary benefits such as season ticket loans, cycle‑to‑work scheme, and the opportunity to play a key role in a national charity providing world‑class services.