IT Support Analyst. LilyLifestyle

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.

• 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

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

• Supportive team environment
• Career development opportunities
• Exposure to global IT operations
• Hybrid/flexible working opportunities where applicable