Tech Desk Analyst in Cardiff

About the Team

The Tech Desk team is responsible for delivering secure, compliant, and innovative technical support services across all South Wales offices. The team manages the full lifecycle of endpoint devices and platforms, ensuring operational excellence, security, and customer satisfaction. The Tech Desk plays a critical role in maintaining operational excellence and supporting ongoing digital transformation.

The Role

The IT Tech Desk Analyst provides front‑line, hands‑on technical support to colleagues, ensuring a positive and efficient experience when accessing IT services. This role is a key part of the Tech Desk team, acting as a primary point of contact for end‑user technology issues, delivering timely resolution, clear communication, and a high standard of customer service. The role is office‑based, with occasional travel to other offices as required.

Main Duties

• Act as the first point of contact for onsite IT support, providing hands‑on assistance to employees with hardware, software incidents, mobile phones and peripheral requests.
• Manage and resolve incidents and service requests in line with agreed processes, ensuring tickets are prioritised, accurately recorded, and progressed within agreed timescales.
• Take ownership of issues from initial diagnosis through to resolution, escalating to wider IT teams or third‑party suppliers where required.
• Manage and support break‑fix hardware replacement activities with third‑party warranty suppliers.
• Support the day‑to‑day operation of the end‑user computing environment, including device set up, troubleshooting and routine maintenance (including onsite provisioning if required).
• Provision, configure, and manage virtual desktop environments to ensure secure, reliable access to end‑user systems and applications.
• Provision, configure, and manage mobile phones, ensuring devices are set up securely and issued in line with agreed standards and policies.
• Maintain accurate asset and configuration records within the CMDB, ensuring devices are managed securely throughout their lifecycle.
• Provide setup, support, and ongoing maintenance of meeting room and collaboration technology, ensuring reliable operation and a positive user experience.
• Share knowledge, document fixes, and contribute to continuous service improvement within the Tech Desk team.
• Work collaboratively with wider IT support teams to coordinate resolutions and share information.
• Provide guidance to employees on best practice use of IT systems and tools.
• Attend team meetings and contribute to effective communication across IT.
• Support Facilities with IT equipment moves, including the relocation, setup, and testing of devices to ensure continuity of service for users.
• Carry out any other reasonable duties appropriate to the role.

Essential

• Demonstrated experience in providing front‑line IT support within a Tech Desk, Service Desk, or end‑user support environment, with responsibility for supporting endpoint devices—including laptops, desktops, peripherals, and mobile devices—covering setup, troubleshooting, and ongoing day‑to‑day support.
• A solid, practical understanding of end‑user technologies, including Windows 10/11, basic macOS support, Microsoft 365, Azure AD, and Active Directory user management.
• Demonstrated experience with modern workplace and cloud‑based technologies, complemented by a commitment to continuous learning, technical skill development, and adaptability to evolving technologies and working methods.
• Understanding of IT Asset Management process.
• Working knowledge of device deployment and patching processes, with the ability to follow documented procedures.
• Familiarity with IT service management processes, particularly Incident and Service Request handling, and working to agreed SLAs.
• An awareness of security best practices for end‑user devices, including password management, patching, and safe handling of equipment.
• Strong customer service, communication, and relationship‑building skills, with proven user‑facing experience and the ability to explain technical issues clearly to non‑technical users.
• Demonstrates excellent time management skills, remaining calm under pressure while effectively managing, prioritising, and scheduling tasks in a busy support environment, with a proven ability to assess and allocate work based on business risk and priorities.
• Strong self‑motivation and teamwork, complemented by excellent organisational skills, attention to detail, and a dedicated focus on service quality and continuous improvement.
• Experience using ITSM tooling.

Desirable

• ITIL Foundation certification or higher.
• Vendor and third‑party technical management experience.
• Strong macOS estate experience.

This is not a full definition of the role but covers the main aspects and drivers for success.

Disability Confident Leader

As a Disability Confident Leader, for candidates with a disability or long‑term health condition who opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process. If you need any adjustments or support with your application or during the recruitment process, please let us know. Please email us or contact us on 07386697107. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.

Equal Opportunities

We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Benefits

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing with longer service up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave. Eligible for up to £3,600 of free shares each year after one year of service.