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For Companies At a Glance
- Tasks: Provide 1st and 2nd line IT support to internal customers.
- Company: Join a charity dedicated to supporting victims of crime across England and Wales.
- Benefits: Enjoy flexible working, generous leave, birthday off, and exclusive discounts.
- Why this job: Make a real impact while developing your IT skills in a supportive environment.
- Qualifications: Experience in IT support and knowledge of ITIL, Microsoft Active Directory, and troubleshooting required.
- Other info: Open to diverse applicants; reasonable adjustments available for candidates with disabilities.
The predicted salary is between 22000 - 29000 £ per year.
We are seeking a dedicated IT Service Desk Analyst to join the Technology team based in Cardiff. This role is full time working 37.5 hours per week Monday to Friday, 9am to 5pm.
Location: Cardiff (potential for future hybrid working, to be discussed at interview)
Hours: Full time 37.5 Monday - Friday 9am - 5pm
Contract: Permanent
Salary: £26,161.25 per annum
Closing Date: 25th July 2025. We reserve the right to close this vacancy early, if enough suitable applications are received.
The Role
As an IT Service Desk Analyst, you will provide 1st and some 2nd line support to internal customers, working within the ITIL framework to ensure efficient resolution and escalation of incidents. As an IT Service Desk Analyst you will:
- Provide 1st and some 2nd line technical support to internal customers.
- Resolve and escalate incidents in line with Service or Operational Level Agreements.
- Support internal customers with procured computers.
- Produce case history reports as requested.
- Escalate service issues to 2nd/3rd line support and 3rd party suppliers.
- Improve customer self-service confidence by creating/updating Knowledge Base articles, User Guides, and FAQs.
- Create and maintain bespoke application support documentation.
- Participate in Service Desk team meetings, workshops, and seminars.
- Engage in IT projects and complete tasks as required.
About You
Ideally, you will be familiar with Lenovo Laptop and Desktop hardware and have experience in maintaining and managing mailboxes and distribution groups. Knowledge of Zoom and ticket logging software is also beneficial. You will need:
- 1st/2nd line Service Desk Support experience
- Experience in an ITIL aligned enterprise environment
- Knowledge of Microsoft Active Directory, Windows & Office
- IT hardware configuration & troubleshooting skills
- Good organisational skills, able to prioritise effectively
- Ability to gather, analyse & use evidence from various sources
- To understand & promote IT policies and security
If you are passionate about supporting victims of crime and have the necessary skills and experience, we encourage you to apply.
In Return…
Benefits include:
- Flexible Working Options: Including hybrid working.
- Generous Annual Leave: 28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave.
- Birthday Leave: An extra day off for your birthday.
- Pension Plan: 5% employer contribution.
- Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments.
- Exclusive Discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts.
- Financial Wellbeing: Access to our financial wellbeing hub and salary-deducted finance.
- Wellbeing Support: Employee assistance programme and wellbeing support.
- Inclusive Networks: Access to EDI networks and colleague cafes.
- Sustainable Travel: Cycle to work scheme and season ticket loans.
- Career Development: Ongoing training and support with opportunities for career progression.
About the Organisation
This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System, everyone at the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events.
As part of the commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. The charity is also a Disability Confident Employer and provides a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role. If you have a disability, a learning difficulty such as dyslexia or a medical condition, which you believe may affect your performance during any aspect of the selection process, the team will be happy to make reasonable adjustments to enable you to perform at your best.
IT Service Desk Analyst employer: CharityJob
Contact Detail:
CharityJob Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the ITIL framework, as this role requires you to work within its guidelines. Understanding how incidents are managed and escalated will give you a significant advantage during the interview.
✨Tip Number 2
Brush up on your technical skills related to Lenovo hardware and Microsoft Active Directory. Being able to demonstrate your troubleshooting abilities with these systems can set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with ticket logging software and any relevant tools you've used in previous roles. Highlighting your familiarity with these systems will show that you're ready to hit the ground running.
✨Tip Number 4
Think about examples from your past work where you've improved customer self-service or created documentation. Sharing these experiences can illustrate your proactive approach and commitment to enhancing user support.
We think you need these skills to ace IT Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly 1st and 2nd line support. Include specific examples of how you've resolved incidents and any familiarity with ITIL frameworks.
Craft a Strong Cover Letter: In your cover letter, express your passion for supporting victims of crime and how your skills align with the role. Mention your experience with Lenovo hardware and ticket logging software, as well as your ability to create user guides and knowledge base articles.
Highlight Relevant Skills: Clearly outline your technical skills, such as knowledge of Microsoft Active Directory, Windows, and Office. Emphasise your troubleshooting abilities and organisational skills, which are crucial for prioritising tasks effectively.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for an IT Service Desk Analyst.
How to prepare for a job interview at CharityJob
✨Know Your ITIL Framework
Familiarise yourself with the ITIL framework, as this role requires you to work within its guidelines. Be prepared to discuss how you've applied ITIL principles in your previous roles, especially in incident resolution and escalation.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Lenovo hardware, Microsoft Active Directory, and ticket logging software. Be ready to answer technical questions or even troubleshoot a hypothetical scenario during the interview.
✨Showcase Your Customer Service Skills
As an IT Service Desk Analyst, you'll be supporting internal customers. Prepare examples of how you've effectively resolved customer issues in the past, highlighting your communication skills and ability to remain calm under pressure.
✨Prepare Questions About the Role
Think of insightful questions to ask about the team dynamics, the tools they use, and the types of incidents you might encounter. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
