Service Desk Analyst - Caerphilly - 24,785 + benefits
We're working with a growing organisation looking to appoint an Service Desk Analyst to join their Cardiff-based support team.
This role will see you providing 1st line technical support to users across a global business, supporting Microsoft 365 environments, troubleshooting hardware and software issues, and ensuring excellent customer service across the IT function.
You'll be joining a collaborative IT team with exposure to a wide range of technologies and the opportunity to develop your technical skills further.
Key Responsibilities
* Provide 1st line IT support via phone, email and face‑to‑face
* Log and manage incidents through the ticketing system
* Support Microsoft 365 applications and company hardware/software
* Escalate complex issues where required
* Support new starter onboarding and inductions
* Work within agreed SLAs and ITIL best practice
Experience Required
* Previous IT support or helpdesk experience
* Knowledge of Microsoft 365
* Strong communication and customer service skills
* Experience working with ticketing systems
* ITIL Foundation desirable
What's on Offer
* Supportive team environment
* Career development opportunities
* Exposure to global IT operations
* Hybrid/flexible working opportunities where applicable
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