Service Desk Analyst

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 To apply or find out more, please get in touch