Service Desk Technician

United Welsh; Caerphilly; On-site; GBP 22,000 - 30,000; Full time

Job summary

United Welsh is seeking a Service Desk Technician to be the first point of contact for colleagues needing IT support at our Caerphilly Head Office. You will resolve everyday technology issues, provide friendly customer service and manage requests from initial contact through to completion.

This role focuses on delivering a positive support experience, assisting with Microsoft 365, device provisioning and asset records, and supporting a hybrid way of working with an expected presence on site

Qualifications

• Experience delivering excellent customer service in an IT service desk or similar environment.
• Good working knowledge of Microsoft Windows and Microsoft 365 applications.
• Experience using service desk or ticket management systems.
• Knowledge of device management tools such as Microsoft Intune.
• Knowledge of ITIL or IT service management principles.
• Ability to communicate technical information clearly and adapt explanations for different audiences.

Responsibilities

• Act as the first point of contact for IT support, providing friendly, professional and timely assistance to colleagues by phone, email, Teams and in person.
• Log, prioritise and resolve service requests and incidents, ensuring tickets are updated and closed in line with processes.
• Troubleshoot hardware, software and access issues, escalating complex problems to appropriate teams.
• Prepare, deploy, replace and collect IT equipment, maintaining asset records, stock levels and disposal processes.
• Support colleagues in using Microsoft 365 applications, business systems and self-service tools, offering guidance and training where needed.
• Create and maintain user guides, knowledge articles and support documentation to improve the user experience.
• Carry out routine technology-related checks and monitoring in line with policies.
• Collaborate with the Technology and Business Transformation teams to share knowledge and improve services.
• Demonstrate experience delivering customer service in an IT/service desk environment.
• Utilise service desk or ticketing systems and knowledge of device management tools.

Job description

Please note, this vacancy closes at 9am on Monday 26th October 2026.

We reserve the right to close this vacancy early if we receive a high volume of suitable applications.

Interviews planned: Thursday 5th November 2026

Job Profile

Reporting to: Senior Cloud Engineer

Broad purpose of the post

Technology plays an important role in helping us deliver great services to our colleagues and communities. As Service Desk Technician, you'll have the opportunity to make a real difference every day, working in a supportive environment where your contributions are valued and your development is encouraged.

In this role, you will be the first point of contact for colleagues who need help with technology across United Welsh. You will resolve everyday technology issues, provide friendly customer service, prepare and maintain devices, and manage support requests from initial contact through to completion. The role is focused on delivering a positive support experience and helping colleagues make the best use of technology.

This is an exciting opportunity for someone who is passionate about customer service, enjoys working with technology, and takes pride in making a positive difference every day. If this sounds like you, we'd love to hear from you and welcome your application.

Please note: This role requires regular working from our Caerphilly Head Office. Our expectations would be for this role to have a visible presence an average of 3 days a week.

Key Responsibilities

• Act as the first point of contact for IT support, providing friendly, professional and timely assistance to colleagues by phone, email, Teams and in person.
• Log, prioritise and resolve service requests and incidents, making sure tickets are accurately updated, managed and closed in line with agreed processes.
• Troubleshoot common hardware, software and access issues, and escalating more complex problems to the appropriate teams when required.
• Prepare, deploy, replace and collect IT equipment, maintaining accurate asset records, stock levels and secure disposal processes.
• Support colleagues in the use of Microsoft 365 applications, business systems and self-service tools, providing guidance and basic training where needed.
• Create and maintain user guides, knowledge articles and support documentation to help improve the user experience.
• Carry out routine technology-related checks, including CCTV monitoring and fault reporting, in line with organisational policies and procedures.
• Work collaboratively with colleagues across the Technology and Business Transformation team to share knowledge, improve services and support wider team objectives.
• Experience of delivering excellent customer service in an IT, service desk or other customer-facing environment.
• Good working knowledge of Microsoft Windows, Microsoft 365 applications and common workplace technologies.
• Experience troubleshooting hardware, software, access or connectivity issues and identifying appropriate solutions or escalation routes.
• Ability to communicate technical information clearly and adapt explanations to different levels of technical understanding.
• Strong organisational skills with the ability to manage multiple requests, maintain accurate records and follow agreed processes.
• Experience using technology to support colleagues in a hybrid or digital working environment.
• A proactive approach to learning, problem-solving and continuous improvement.
• Previous experience working in an IT Service Desk or first-line support role.
• Experience using service desk or ticket management systems.
• Knowledge of device management tools such as Microsoft Intune.
• Knowledge of ITIL or IT service management principles.
• Experience creating user guidance, knowledge articles or providing informal training to users.

Requirements within the essential criteria of the Personal Requirements will be used for shortlisting purposes. However, all of the criteria will be considered in the process of making an appointment.