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

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
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

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)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

1st line supportMicrosoft Desktop softwareWindows 10Windows 11Office 365Microsoft ServerServer 2019Server 2022Microsoft IntuneITIL processes

Soft Skills

time managementteamworkverbal communicationwritten communicationorganizationmulti-taskingflexibilityadaptabilitypressure managementinterpersonal skills