IT Service Desk Analyst
Rate: £150 per day
Location: On-site, Cardiff (5 days per week)
Duration: 2 months (High possibility of extension)
Your newpany
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
1. Deliver 1st line and some 2nd line technical support to internal customers.
2. Resolve or escalate incidents in line with the Technology Service Desk catalogue and SLAs/OLAs.
3. Provide support for internal customers using organisation procured hardware.
4. Produce case history reports when required.
5. Escalate technical issues to 2nd/3rd line teams or third party suppliers as appropriate.
6. Enhance user self-service ability by creating and updating Knowledge Base articles, guides, and FAQs.
7. Support organisational resilience by creating and maintaining clear application support documentation.
8. Actively participate in team meetings, workshops, and seminars.
9. Assist with IT projects as required.
What you'll need to succeed
Essential Skills
10. Proven experience delivering 1st and 2nd line IT support.
11. Experience working within an ITIL-based environment.
12. Strong knowledge of Active Directory.
13. End‑user hardware setup and troubleshooting skills.
14. Experience installing and supporting Windows 7,, and 10.
15. Proficiency with Microsoft Office 2010, 2013, and 2016.
Desirable Skills
16. Experience with Microsoft Exchange 2016.
17. Knowledge of VoIP systems.
18. Familiarity with IT Service Management tools.
What you'll get in return
£150 Per Day