Location: Cardiff / Hybrid. At least 2 shifts will be based from our Cardiff City Centre office (onsite parking is available) Contract: Permanent Shifts - 4 Shifts On, 4 Shifts Off. These rotate between Days and Nights (7am - 7pm / 7pm - 7am) Help us make great change happen at Target. What You'll Be Doing! We’re looking for an organised, friendly and proactive Service Desk Technician to join our 1st Line IT Service Desk & Operations team providing IT support to our 500 colleagues. If you have a keen eye for detail and love problem solving, this could be a brilliant next step in your career. You'll provide excellent customer service in all interactions, ensuring that our helpdesk system is managed effectively and efficiently. What it’s like to be part of the team You’ll be joining a supportive, knowledgeable team right at the inception of an exciting period of change. We come from a mix of backgrounds, so there’s always someone to learn from — and always someone willing to help. No two days look the same; the pace is lively, and you’ll build strong relationships right across the business, including with senior leaders. The work you do will play a vital role in ensuring changes land smoothly for both our clients and our colleagues. We value wellbeing, teamwork and having fun at work. You’ll get regular feedback in 1:1s and your hard work will be recognised through our My Recognition platform. What you'll be doing: Process service desk tickets and manage queues to 1st Line level within SLA's React to incidents, use problem solving techniques and the support of others to provide fast resolution Analyse impact of requests, changes to the client’s systems or Target’s environment and makes informed decisions Answer calls made to the Service Desk and raise corresponding tickets Escalate service-impacting incidents to 2nd Line Complete client software deployments into Test environments Complete Operational tasks. E.g. media management, Monthly Service Reports, Scheduled process checks Use effective communication to proactively manage customer expectations Requirements What We're Looking For You'll fit in well if you're someone who is: Able to manage their time well Able to work well as part of a team An excellent verbal and written communicator Organised and able to multi task Flexible and adaptable to change Able to work under pressure, with a can do attitude Experience & Qualifications You will bring: Excellent interpersonal skills in handling contact with end-users, staff, customers and suppliers Entry level knowledge of working with Information Technology and supporting end user 1st line Microsoft Desktop software knowledge (i.e. Windows 10/11, Office 365) 1st line Microsoft Server knowledge (i.e. Server 2019/ 2022) 1st line Microsoft Server Application knowledge (i.e. Intune) Working experience of ITIL processes and procedures. Experience working within a professional and busy IT Service Desk. Benefits Core Benefits: Salary of £24,444 plus shift allowance 30 days holiday entitlement plus bank holidays Hybrid Working policy - approx 2 days per week in our Cardiff City Centre office Defined Pension Contribution Scheme (Employer matched up to 6%). Plus, option to contribute via Salary Exchange (alternatively known as Salary Sacrifice) Employee Discount Scheme, access to discounts and offers across 100s of leading retailers. Plus, cashback on purchases Company Paid Private Medical Insurance (benefit in kind) Group Life Assurance Group Income Protection Discretionary Annual Pay Review Discretionary Annual Bonus Scheme Loyal Service Scheme Help@Hand – Confidential access to health and wellbeing support to include Employee Assistance Program Free Flu Vaccinations, Eye Tests and employer contribution towards glasses Recognition Scheme Free Mortgage Advice and Support Wisdom Wellbeing, your go to for wellbeing resources and solutions Everest Funeral Concierge Free Bereavement and Probate Advice and Support Access to a GP 24 hours a day, 7 days a week, 365 days a year through GP24 Paid eye tests and employer contribution towards spectacles specifically for VDU use. You can also select other benefits, we cover the upfront cost and make monthly deductions from your pay, interest free! Technology Buying Scheme Discounted Gym Memberships Taste Card / Coffee Club Membership Charitable Payroll Giving Cycle to work Scheme (Salary Sacrifice) Why join Target? At Target, you’ll be part of a genuinely supportive environment where people care about each other’s wellbeing and success. You’ll have opportunities to grow, learn, take on new challenges and shape how we deliver change. And you’ll be part of a team that celebrates achievements — big and small. Ready to grow your career in a friendly, collaborative team? We’d love to hear from you. Apply today!