Service Desk Analyst

Service Desk Analyst - Caerphilly - £24,785 + benefits

We're working with a growing organisation looking to appoint an Service Desk Analyst to join their Cardiff-based support team.

This role will see you providing 1st line technical support to users across a global business, supporting Microsoft 365 environments, troubleshooting hardware and software issues, and ensuring excellent customer service across the IT function.

You'll be joining a collaborative IT team with exposure to a wide range of technologies and the opportunity to develop your technical skills further.

Key Responsibilities

Provide 1st line IT support via phone, email and face-to-face
Log and manage incidents through the ticketing system
Support Microsoft 365 applications and company hardware/software
Escalate complex issues where required
Support new starter onboarding and inductions
Work within agreed SLAs and ITIL best practice  

Experience Required

Previous IT support or helpdesk experience
Knowledge of Microsoft 365
Strong communication and customer service skills
Experience working with ticketing systems
ITIL Foundation desirable  

What's on Offer

Supportive team environment

Career development opportunities
Exposure to global IT operations
Hybrid/flexible working opportunities where applicable

To apply or find out more, please get in touch