Service Desk Analyst

IT Service Desk Analyst

Rate: £150 per day
Location: On-site, Cardiff (5 days per week)
Duration: 2 months (High possibility of extension)

Your new company
A large organisation based in South Wales.

Your new role
We are seeking an IT Service Desk Analyst to provide high-quality 1st and 2nd line support to internal users. This role requires strong customer service, solid technical understanding, and the ability to resolve or escalate issues efficiently.

Key Responsibilities

• Deliver 1st line and some 2nd line technical support to internal customers.
• Resolve or escalate incidents in line with the Technology Service Desk catalogue and SLAs/OLAs.
• Provide support for internal customers using organisation procured hardware.
• Produce case history reports when required.
• Escalate technical issues to 2nd/3rd line teams or third party suppliers as appropriate.
• Enhance user self-service ability by creating and updating Knowledge Base articles, guides, and FAQs.
• Support organisational resilience by creating and maintaining clear application support documentation.
• Actively participate in team meetings, workshops, and seminars.
• Assist with IT projects as required.

What you'll need to succeed
Essential Skills

• Proven experience delivering 1st and 2nd line IT support.
• Experience working within an ITIL-based environment.
• Strong knowledge of Active Directory.
• End-user hardware setup and troubleshooting skills.
• Experience installing and supporting Windows 7, 8.1, and 10.
• Proficiency with Microsoft Office 2010, 2013, and 2016.

Desirable Skills

• Experience with Microsoft Exchange 2016.
• Knowledge of VoIP systems.
• Familiarity with IT Service Management tools.

What you'll get in return
£150 Per Day

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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