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We have an urgent vacancy for a Service Desk Support Analyst / IT Engineer at a national charity based in St Mellons, Cardiff. You will provide 1st‑line and some 2nd‑line support to approximately 1,200 staff nationally in an ITIL‑based environment.
Because the organisation provides public services, you will need to obtain SC security clearance and NPPV2 Police Vetting before starting. You must have been a working resident in the UK for the last four years, or already hold current SC clearance.
This is a permanent role that offers hybrid working (at least three days in office), a salary of £26,150 plus benefits.
We Need Someone Who Can Offer
* Experience in 1st/2nd line Service Desk support
* Windows Active Directory and Microsoft Entra ID (Azure), managing computer and user accounts, groups and containers
* Hardware set‑up, installation, troubleshooting and diagnostics (computer, telephone, laptop, printer, scanner)
* Network support, installation and configuration (LAN, WAN, VPN, etc.) including switches, routers and firewalls
* Microsoft Windows 10/11, MS Office 2016 and O365 installation, configuration and troubleshooting
* Desktop and browser security components: site security certificates, firewalls and anti‑virus
* Supporting Voice‑over‑IP telephony solutions, specifically Zoom Workplace
* Experience with IT Service Management tools (ticket logging software, Microsoft System Centre) and prior work in an ITIL‑aligned enterprise environment
* Ability to multitask across multiple incidents, be organised and have a keen eye for detail
* Excellent verbal and written communication skills, given the national scope of user support
The service desk operates from 9:00 to 17:00 Monday to Friday, and may require occasional rare travel to support local offices across the country. The role handles a high volume of tickets (approximately 35‑40 per day). The right candidate will take ownership of issues and see them through to resolution while providing excellent service.
In return, our client offers competitive rewards and benefits, including pension and life assurance, 25 days annual leave (pro‑rata), voluntary benefits such as season ticket loans, cycle‑to‑work scheme, and the opportunity to play a key role in a national charity providing world‑class services.
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Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Engineering and Information Technology
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