IT Service Desk Analyst

IT Service Desk Analyst

Location: Bedwas, Caerphilly

Salary: up to £35,000 per annum

About us

With 50 years of fire safety experience, we serve fire door installers and firestopping contractors across the UK through our vast portfolio of passive fire protection products from well-known and trusted brands.

About the Role

The IT Service Desk Analyst is the first point of contact for all IT-related incidents, service requests, and queries across the MultiShield Group. You will deliver high-quality technical support, ensure rapid issue resolution, and play a key role in maintaining a stable, secure, and efficient technology environment. This role supports hardware, software, networks, business systems, and end-user services while contributing to ongoing improvements in IT service delivery.

Key Responsibilities·

First Line Support & Incident Management

• Act as the initial point of contact for all IT support issues via phone, email, ticketing system, and in person.
• Log, prioritise, and manage incidents and service requests using ITSM tools.
• Troubleshoot and resolve hardware, software, and network issues efficiently.
• Escalate more complex problems to second-line or specialist teams where required.

User Support & Customer Service

• Provide outstanding customer service to all internal users across the Group.
• Support employees with the setup, access, and use of business applications and tools.
• Assist with user onboarding/offboarding, including accounts, devices, and permissions.
• Produce and maintain end-user guides and knowledge-base articles.

Systems, Devices & Infrastructure Support

• Prepare, configure, and deploy laptops, desktops, printers, mobile devices, and peripherals.
• Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive.
• Assist with network troubleshooting (WiFi issues, basic connectivity checks).
• Maintain and update asset inventory records.

Security & Compliance

• Ensure all systems and devices follow CheckFire’s IT security policies.
• Support patching, antivirus, MFA, and general cybersecurity practices.
• Identify and report potential security risks or suspicious activity.

Continuous Improvement

• Identify recurring problems and recommend long-term solutions.
• Contribute to process improvements within the IT Service Desk.
• Support IT projects, system upgrades, and rollout activities as required.

Requirements

Essential

• Experience in a similar IT support/helpdesk or service-desk environment.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Basic understanding of networks, user administration, and hardware troubleshooting.
• Excellent communication and customer-service skills.
• Ability to prioritise tasks in a fast-paced environment.

Desirable

• Experience with ticketing/ITSM systems (e.g., Freshservice, ServiceNow, Jira).
• Exposure to cloud environments (Azure AD, Intune, MDM).
• Understanding of ITIL principles.
• Knowledge of cybersecurity fundamentals.

In return we offer

• 25 days holiday + up to 4 days for Christmas Shutdown + Bank Holidays
• Profit Share Scheme - % of your salary paid quarterly, dependant on business results
• Employee Assistance Programme (EAP)
• Access to GP appointments and medical experts
• Employee incentives & engagement
• Pension Scheme with Royal London
• Modern, comfortable office spaces