Service Desk Analyst

We currently have an urgent vacancy for a Service Desk Support Analyst on behalf of our client, a National Charity, based in the St Mellons area of Cardiff.

Working within an existing team you will be responsible for providing 1st and some 2nd line support to circa 1200 staff nationally within an ITIL based environment.

Due to the nature of the organisation's public services, you will be expected to go through and obtain SC security clearance and NPPV2 Police Vetting before starting the role.

Therefore, you must have been a working resident in the UK for the last 4 years.

Alternatively, already hold current SC security clearance.

This is a permanent role offering hybrid working options (at least 3 days in office), a salary of £26,150 and benefits.

We are looking for an individual who can offer prior Service Desk (Helpdesk Support) experience in a Microsoft Windows environment providing 1st with some 2nd line technical support including application support of bespoke applications (CRM).



We need someone who can offer:

? Experience of working in 1st / 2nd line Service Desk support role
? Windows Active Directory and Microsoft EntraID (Azure), managing computer and user accounts, groups and containers
? Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
? Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl.

switches, routers and firewalls
? Microsoft Windows 10/11 & MS Office 2016 & O365 installation, configuration and troubleshooting
? Desktop and browser security components: including site security certificates, firewalls and anti-virus
? Supporting Voice Over IP telephony solutions, specifically Zoom Workplace
? Experience with IT Service Management tools i.e.

ticket logging software, Microsoft System Centre and prior experience working in an ITIL aligned enterprise environment
? Ability to multitask across multiple incidents, be organised and have a ke