Full job descriptionService 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.