Service Desk Analyst
Posted 6 days ago by Hays Specialist Recruitment
£21 Per hour
Inside
On-Site
Cardiff, Wales, UK
Summary: The role of Service Desk Analyst involves providing first-line technical support to staff and representatives in a company based North of Cardiff. The position requires responding to support queries, logging incidents, and assisting users with IT systems. The contract is for 4 weeks with a possibility of extension, and the role is classified as inside IR35.
Key Responsibilities:
- Provide first-line technical support by responding to IT-related incidents and requests via phone, self-service portal, email, and Teams in a timely and friendly manner.
- Troubleshoot and diagnose IT-related issues, offering effective solutions or workarounds to restore normal operations.
- Escalate complex or unresolved issues to appropriate support teams.
- Log and track all reported incidents and problems, ensuring accurate and detailed documentation of troubleshooting steps and resolutions.
- Assist end-users with installation, configuration, and maintenance of hardware, software, applications, and peripherals.
- Manage user accounts by creating, modifying, and deleting accounts across various systems and applications, in line with security policies and procedures.
- Contribute to and maintain a comprehensive knowledge base by documenting solutions, workarounds, and best practices.
- Promote IT security practices such as password management and data protection.
- Stay informed about the latest security threats and advise users on preventative measures.
Key Skills:
- Experience in providing first-line technical support.
- Strong troubleshooting and diagnostic skills for IT-related issues.
- Ability to document incidents and resolutions accurately.
- Familiarity with IT security practices and user account management.
- Excellent communication skills for user assistance.
- Knowledge of hardware, software, applications, and peripherals.
Salary (Rate): £21 Per Hour
City: Cardiff
Country: UK
Working Arrangements: On-Site
IR35 Status: Inside IR35
Seniority Level: Mid-Level
Industry: IT
IT Service Desk
£21 Per Hour, Inside IR35
On-Site
Cardiff
4 Weeks (Possible extension)
Your new company
A fantastic company based North of Cardiff
Your new role
Responsible for delivering first-line technical support to staff and representatives, including responding to support queries and logging incidents and service requests using the organisation's call logging system. Duties include providing user assistance across IT systems, diagnosing issues, and offering guidance on appropriate solutions.
What you'll need to succeed
- Provide first-line technical support by responding to IT-related incidents and requests via phone, self-service portal, email, and Teams in a timely and friendly manner.
- Troubleshoot and diagnose IT-related issues, offering effective solutions or workarounds to restore normal operations.
- Escalate complex or unresolved issues to appropriate support teams.
- Log and track all reported incidents and problems, ensuring accurate and detailed documentation of troubleshooting steps and resolutions.
- Assist end-users with installation, configuration, and maintenance of hardware, software, applications, and peripherals.
- Manage user accounts by creating, modifying, and deleting accounts across various systems and applications, in line with security policies and procedures.
- Contribute to and maintain a comprehensive knowledge base by documenting solutions, workarounds, and best practices.
- Promote IT security practices such as password management and data protection.
- Stay informed about the latest security threats and advise users on preventative measures.
What you'll get in return
- £21 Per Hour
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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