• Department / Function IT
  • Location Cardiff City Centre
  • Number of roles available 1
  • Salary Competitive salary plus benefits and discretionary bonus
  • Closing Date 31/07/2020

Our IT Service Desk Team is a key function within the IT Department and across the business. They are responsible for all IT services including, desk side support services, incident management, request fulfilment and access management.

Due to increasing demand from the business due to Covid, ee are now looking for a Service Desk Analyst.  You will be supporting the business by resolving issues and completing requests in a timely manner. You will aim to resolve issues over the phone and face to face by ensuring a great service is provided to your internal customers.

What you will be doing?

Provide technical and functional support for conferencing facilities and desktop environment, resolving incidents, investigating and solving problems and liaising with other teams and third parties to ensure proper implementation of solutions
Working closely with other IT teams such as Infrastructure, IT Security, Development and Business Application teams ensuring issues are escalated to the relevant teams
Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible
Carry out installation of IT equipment, user administration, employee inductions and IT training for new employees
Installation and maintenance of all IT hardware and accompanying equipment, track stock levels and recommend purchases to Line Management
Provide Hardware and Software support for all meeting spaces and Desktop environments including Audio Visual, ClickShare, conferencing equipment, Telephony and Printing
Installation of software and hardware in line with policies and procedures
Identify opportunities for improvements that will assist business users and escalate problems and issues through the change management process
Create user guides and training documentation 

What you will need?

Experience within an IT support role
Good problem solving skills and the ability to provide new ideas
Show excellent interpersonal skills to enable you to collaborate with others and explain technical concepts in a more simple and logical manner
Good attention to detail, where quality and detail is essential
To be able to provide fresh ideas that provides solutions to challenges
Be able to adapt and respond well to change
Good team working skills, where you will promote cooperation and commitment within a team to achieve goals and deliverables
Planning and organising skills that allow you to reach desired goals

Life in the team

Our Service Delivery team are collaborative and hard working. You could describe them as 'techies' who love to solve problems!

As a Service Desk Analyst you will have plenty of opportunities to identify improvements and come up with new ideas. We encourage thinking outside of the box attitudes. We are very busy here with a number of projects and new systems being introduced. This will give you a great opportunity to develop yourself and learn new skills.

We recognise that personal development is important, so we offer opportunities for learning and development. There is also the very competitive benefits package which can be explored further here.


If successful you will need to provide Proof of Right to Work in the UK prior to commencing your employment. We are committed to equal opportunities.

Please be aware that we reserve the right to close this vacancy early should sufficient applications be received.

We do not accept speculative agency CVs. Any CV received will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by the Recruitment team.