IT Service Desk Analyst

About the role

We are looking for an enthusiastic IT Service Desk Analyst to be the first point of contact for internal customers in Cardiff. You will provide first‑line (and occasional second‑line) technical support, helping colleagues resolve their technology challenges quickly and professionally.

Key responsibilities

• Deliver 1st line (and some 2nd line) support for computers, Microsoft Windows, Office and related applications.
• Troubleshoot and resolve incidents, escalating when necessary while aiming to exceed service expectations.
• Create and maintain user guides, FAQs and knowledge‑base articles to empower self‑service.
• Support end‑user hardware setup, configuration and troubleshooting.
• Participate in team meetings, workshops and IT projects, contributing ideas and feedback.

Required profile

• Experience in a 1st/2nd line IT Service Desk role, preferably within an ITIL‑aligned environment.
• Strong communication skills and the ability to explain technical issues clearly.
• Organised, proactive and able to prioritise tasks in a busy setting.
• Eagerness to learn, share knowledge and contribute to a positive team culture.

Required skills

• Microsoft Windows
• Microsoft Office
• Active Directory
• End‑user hardware troubleshooting
• ITIL (service management framework)

What we offer

• Supportive, inclusive team with opportunities for professional development.
• Hybrid working flexibility.
• £500 bonus paid on successful completion of probation.
• Varied role with occasional travel and hands‑on experience supporting a charitable organization.