Service Desk Engineer (1st/2nd Line) – Hybrid

TipTopJob; Cardiff; Hybrid; GBP 27,000; Full time

Job summary

A prominent charity organization in Cardiff is urgently seeking a Service Desk Support Analyst to provide comprehensive IT support for approximately 1200 staff. This permanent role offers hybrid working options and a salary of GBP 26,150. Responsibilities include delivering 1st and 2nd line support within an ITIL-based environment, managing user accounts, and troubleshooting hardware and network issues. The ideal candidate will possess prior service desk experience and excellent communication skills, coupled with an ability to manage multiple incidents effectively.

Benefits

Pension

Life assurance

25 days annual leave

Season ticket loans

Cycle to work scheme

Qualifications

• Experience in Service Desk roles, providing 1st and 2nd line support.
• Strong knowledge of Windows environments and ITIL practices.
• Ability to multitask and manage high volume of tickets.

Responsibilities

• Provide 1st and 2nd line support to approximately 1200 staff.
• Manage user accounts and hardware setups.
• Support network installations and configurations.

Skills

1st / 2nd line Service Desk support

Windows Active Directory

Hardware troubleshooting

Network support

Microsoft Windows 10/11

Desktop security components

Voice Over IP telephony

IT Service Management tools

Strong communication skills

Job description

A prominent charity organization in Cardiff is urgently seeking a Service Desk Support Analyst to provide comprehensive IT support for approximately 1200 staff. This permanent role offers hybrid working options and a salary of GBP 26,150. Responsibilities include delivering 1st and 2nd line support within an ITIL-based environment, managing user accounts, and troubleshooting hardware and network issues. The ideal candidate will possess prior service desk experience and excellent communication skills, coupled with an ability to manage multiple incidents effectively.