Service Desk Analyst - 12 months FTC

TN United Kingdom; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated IT Service Desk Analyst for a 12-month fixed-term contract in Cardiff. In this role, you will deliver exceptional first-line technical support, ensuring that staff receive timely assistance with their IT issues. Your responsibilities will include troubleshooting software and hardware problems, maintaining high customer service standards, and collaborating with IT teams to resolve complex issues. This position offers an opportunity to work in a supportive environment that values diversity and inclusion, making it an exciting prospect for those looking to advance their career in IT support.

Qualifications

• Experience in a similar support role is advantageous but not essential.
• Strong organizational and relationship-building skills are required.

Responsibilities

• Provide outstanding 1st line technical support to staff.
• Act as a single point of contact for IT issues via phone, tickets, and email.
• Administer user account setups and access permissions.

Skills

MS Office applications

Customer service skills

Technical proficiency

Organizational skills

Relationship-building skills

Tools

ServiceNow

Job description

Service Desk Analyst - 12 months FTC, Cardiff

Client: Principality Building Society

Location: Cardiff, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

6836658d0f72

Job Views:

7

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

Service Desk Analyst - 12 months FTC

Principality is committed to creating an inclusive and supportive environment. As an IT Service Desk Analyst, you will provide outstanding 1st line technical support to staff across Principality Building Society. Your role involves excellent customer service, analyzing, diagnosing, and resolving technical issues, and escalating complex problems to higher support levels when necessary. You will also perform various administrative duties.

Role responsibilities include:

1. Act as a single point of contact for IT issues via phone, tickets, and email, using ServiceNow for logging and classification.
2. Maintain high customer service standards with a professional attitude.
3. Provide 1st line support for software and hardware issues, including desktops, laptops, printers, phones, and mobile devices.
4. Collaborate with other IT teams to resolve issues and communicate workarounds.
5. Monitor and track calls to ensure timely resolution within SLAs.
6. Follow and document Service Desk procedures and processes.
7. Administer user account setups and access permissions.

Ideal experience:

• Knowledge of MS Office applications.
• Professional telephone manner.
• Strong organizational and relationship-building skills.
• Technical proficiency relevant to the role.
• Experience in a similar support role is advantageous but not essential.

Working hours are Monday to Friday, 7 am to 5 pm, with rotational Saturdays.

If you have questions, please contact the recruitment team.

We value diversity and inclusion. Our colleagues share their experiences working here, reflecting our commitment to a welcoming environment.