ICT Service Desk Technician

Job Location:

Cardiff
Salary:
From £31,519
Contract type:
Permanent
Posting End Date: 10/06/2026

We are looking for an ICT Service Desk Technician to provide in‑person and telephone IT technical assistance to BUUK’s internal customers in the Cardiff office, helping to diagnose, troubleshoot and resolve hardware and software issues.

• Provide excellent customer service via in‑person support, telephone, email and the ITSM system.
• Maintain high standards required for BUUK internal service levels.
• Work front of house offering in‑person customer and technical services.
• Log, investigate, resolve and/or manage incidents and service requests through to completion.
• Support, maintain, and stock‑manage on‑site hardware (Windows laptops, Android devices and peripherals).
• Support and maintain meeting‑room conference equipment and general IT hardware.
• Proactively communicate incident/request statuses through to resolution.
• Provide user support and coaching for end‑users using BUUK systems.
• Maintain rapport with customers by understanding their role within the organisation.
• Set up new starters, role changes and leavers, including training support to operate all BUUK equipment.
• Collaborate with the wider IT team in other locations via phone, email or meetings to provide required standards of support.
• Perform any other appropriate duties as directed by Service Desk Team Leaders or Service Support Manager.
• Occasional travel to Woolpit Office or other sites for training and support purposes.

• GCSE grade C/5 in English and Maths, or equivalent.
• Experience working within an IT service desk / IT support environment.
• A customer services background.
• Experience supporting Microsoft operating systems, Active Directory and Exchange.

• Good verbal skills in person, phone, or virtual meetings.
• Good written communication skills.
• Excellent problem‑solving skills.
• Highly organised and self‑motivated.
• Ability to deal with potentially stressful situations calmly.
• Assertive, confident, positive and professional manner.
• Ability to prioritise to achieve SLA.
• Maintain high attention to detail.

• CompTIA A+, Network+ or Security+ or equivalent.
• IT‑based A level Grade C or above / BTEC or equivalent.
• Degree or equivalent.
• ITIL certification.
• Support based Microsoft technologies accreditation.
• Knowledge of Remote Desktop Services technologies.
• Network troubleshooting experience.
• Knowledge of DHCP, DNS, VPN.
• Experience using ITSM packages.
• Knowledge of smartphone & mobile device support.
• Experience with imaging software such as Acronis & Autopilot.
• Ability to troubleshoot IT‑related hardware & software issues.
• Understanding of IT security and awareness of cyber security best practices.

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• Referral payment of £1000 (net of tax) for successful referrals.
• Hybrid working for eligible roles.
• Development opportunities to reach career aspirations.

BUUK has an award‑winning culture. We care about your wellbeing and safety and we are proud to be an equal opportunity employer. We respect each other and advocate for equity, diversity and inclusion.