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 keen eye for detail
• Naturally, as the role involves supporting users nationally you will have excellent communications skills, both verbally and written.

The service desk operates between the hours 9.00 to 17.00 Monday to Friday but may require occasional rare travel to support local offices and stakeholders throughout the country. This is a high-volume environment, and you will be dealing with circa 35-40 tickets a day. The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.

In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world-class services.

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.

Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.

Keywords: Service Desk, 2nd Line, 1st Line, Support, Helpdesk, ITIL v3 / v4, Windows Server, AD, Active Directory, Exchange 2016, Windows 11 & 10, Office 2016, O365, Firewall, Antivirus, Anti-Virus, Antispyware, Spyware, Broadband, ADSL, VPN, Microsoft Dynamics CRM, Track-IT, Skype for Business, VOIP, Networking, Azure