Service Desk Analyst - 12 months FTC, Cardiff
Client: Principality Building Society
Location: Cardiff, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference:
6836658d0f72
Job Views:
7
Posted:
26.04.2025
Expiry Date:
10.06.2025
Job Description:
Service Desk Analyst - 12 months FTC
Principality is committed to creating an inclusive and supportive environment. As an IT Service Desk Analyst, you will provide outstanding 1st line technical support to staff across Principality Building Society. Your role involves excellent customer service, analyzing, diagnosing, and resolving technical issues, and escalating complex problems to higher support levels when necessary. You will also perform various administrative duties.
Role responsibilities include:
1. Act as a single point of contact for IT issues via phone, tickets, and email, using ServiceNow for logging and classification.
2. Maintain high customer service standards with a professional attitude.
3. Provide 1st line support for software and hardware issues, including desktops, laptops, printers, phones, and mobile devices.
4. Collaborate with other IT teams to resolve issues and communicate workarounds.
5. Monitor and track calls to ensure timely resolution within SLAs.
6. Follow and document Service Desk procedures and processes.
7. Administer user account setups and access permissions.
Ideal experience:
* Knowledge of MS Office applications.
* Professional telephone manner.
* Strong organizational and relationship-building skills.
* Technical proficiency relevant to the role.
* Experience in a similar support role is advantageous but not essential.
Working hours are Monday to Friday, 7 am to 5 pm, with rotational Saturdays.
If you have questions, please contact the recruitment team.
We value diversity and inclusion. Our colleagues share their experiences working here, reflecting our commitment to a welcoming environment.
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