Service Desk Associate: Windows & Mobile Support

Wales & West Housing; Cardiff; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Defined Contribution pension

Defined Benefit pension

3x life insurance

25 days annual leave (30 with service)

9 Bank Holidays

Job summary

The Wales & West Housing Technology and Data Service Desk are seeking a Service Desk Assistant to provide frontline IT support to staff across the organisation. You’ll handle incidents and requests, diagnose issues, and ensure a responsive, helpful service from the first point of contact.

You will support end-user devices (Windows laptops, Apple mobile devices) and assist staff with core business systems, using a friendly, customer-focused approach and good communication to resolve issues or

Qualifications

• Some experience in a Service Desk, IT support or similar environment.
• A good communicator with strong listening skills and the ability to understand customer needs.
• Comfort supporting both technical and non-technical staff and familiarity with Microsoft 365.

Responsibilities

• Act as a first point of contact for incoming Service Desk requests, providing practical support to staff in person and remotely.
• Resolve issues where possible and escalate more complex matters with the right information for progress.
• Support setup and maintenance of end-user devices (Windows laptops, Apple mobile devices) and assist staff with core business systems.

Skills

Customer service

Communication

Problem solving

Service Desk experience

Tools

Windows laptops

Apple devices

Microsoft 365

Job description

The Wales & West Housing Technology and Data Service Desk are seeking a Service Desk Assistant to provide frontline IT support to staff across the organisation. You’ll handle incidents and requests, diagnose issues, and ensure a responsive, helpful service from the first point of contact.

You will support end-user devices (Windows laptops, Apple mobile devices) and assist staff with core business systems, using a friendly, customer-focused approach and good communication to resolve issues or