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Service Desk Analyst

Service Desk Analyst (1st & 2nd Line)

Location: Cardiff, South Glamorgan (Hybrid)

Salary: £25,00 - £25,700 + Excellent Benefits

Permanent, Monday - Friday, 9am - 5pm (Occasional Travel)

Our client is a prominent UK based charity, seeking aService Desk Analyst to join their established team.

The Role:

As a Service Desk Analyst, you will be responsible for providing 1st and 2nd line support including application support to circa 1200 staff nationally in an ITIL based environment.

You are expected to manage a high volume of approximately 35-40 tickets per day.


? Perform hardware setup, installation, troubleshooting, and diagnostic assistance for computer systems, telephones, laptops, printers, and scanners.
? Provide network support by installing and configuring LAN, WAN, VPN, etc., including switches, routers, and firewalls.
? Manage desktop and browser security components, such as site security certificates, firewalls, and anti-virus software.
? Offer assistance with Voice Over IP telephony solutions, with a focus on supporting Skype for Business.


? Previous experience working in a similar role.
? Possess 1st & 2nd line Service Desk experience.
? Experience working in an ITIL aligned enterprise environment.
? Familiarity with IT Service Management tools i.e.

ticket logging software, Microsoft System Centre.
? Skilled in Windows Active Directory, Microsoft EntraID (Azure), Microsoft Windows 10/11 & MS Office.
? Capable to multitask across multiple incidents.


? Competitive Salary
? Pension scheme
? Life assurance
? Season ticket loans
? Cycle to work scheme
? 25 days annual leave (pro-rata)

Due to the nature of the organisation's public services you must be able to pass UK Security Vetting to SC level or already hold current SC clearance.

Important Information: We endeavour to process your personal data in a fair and transparent manner.

In applying for this role, Additional