At a Glance
- Tasks: Provide top-notch IT support and resolve tech issues for our team.
- Company: Join CheckFire, a leader in fire safety with 50 years of excellence.
- Benefits: Enjoy 25 days holiday, profit share, and access to medical experts.
- Other info: Dynamic work environment with opportunities for growth and learning.
- Why this job: Be the go-to tech hero and make a real difference in our company.
- Qualifications: Experience in IT support and strong communication skills are essential.
The predicted salary is between 35000 - 35000 € per year.
Location: Bedwas, Caerphilly
Salary: up to £35,000 per annum
About us
CheckFire – serving the fire trade since 1975. With 50 years’ experience in the Fire Safety, nobody knows the trade better. We have established a proven track record of excellence and have earned the respect of our customers by delivering quality products and dependable service. As the market leader in the Fire Trade, we offer an unparalleled level of capability and reliability. Our stocks are enormous, our service is personal, and our promises are genuine.
About the Role
The IT Service Desk Analyst is the first point of contact for all IT-related incidents, service requests, and queries across the MultiShield Group. You will deliver high-quality technical support, ensure rapid issue resolution, and play a key role in maintaining a stable, secure, and efficient technology environment. This role supports hardware, software, networks, business systems, and end-user services while contributing to ongoing improvements in IT service delivery.
Key Responsibilities
- First Line Support & Incident Management: Act as the initial point of contact for all IT support issues via phone, email, ticketing system, and in person. Log, prioritise, and manage incidents and service requests using ITSM tools. Troubleshoot and resolve hardware, software, and network issues efficiently. Escalate more complex problems to second-line or specialist teams where required.
- User Support & Customer Service: Provide outstanding customer service to all internal users across the Group. Support employees with the setup, access, and use of business applications and tools. Assist with user onboarding/offboarding, including accounts, devices, and permissions. Produce and maintain end-user guides and knowledge-base articles.
- Systems, Devices & Infrastructure Support: Prepare, configure, and deploy laptops, desktops, printers, mobile devices, and peripherals. Support Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive. Assist with network troubleshooting (WiFi issues, basic connectivity checks). Maintain and update asset inventory records.
- Security & Compliance: Ensure all systems and devices follow CheckFire’s IT security policies. Support patching, antivirus, MFA, and general cybersecurity practices. Identify and report potential security risks or suspicious activity.
- Continuous Improvement: Identify recurring problems and recommend long-term solutions. Contribute to process improvements within the IT Service Desk. Support IT projects, system upgrades, and rollout activities as required.
Requirements
Essential: Experience in a similar IT support/helpdesk or service-desk environment. Strong knowledge of Windows operating systems and Microsoft 365. Basic understanding of networks, user administration, and hardware troubleshooting. Excellent communication and customer-service skills. Ability to prioritise tasks in a fast-paced environment.
Desirable: Experience with ticketing/ITSM systems (e.g., Freshservice, ServiceNow, Jira). Exposure to cloud environments (Azure AD, Intune, MDM). Understanding of ITIL principles. Knowledge of cybersecurity fundamentals.
In return we offer:
- 25 days holiday + up to 4 days for Christmas Shutdown + Bank Holidays
- Profit Share Scheme - % of your salary paid quarterly, dependant on business results
- Employee Assistance Programme (EAP)
- Access to GP appointments and medical experts
- Employee incentives & engagement
- Pension Scheme with Royal London
- Modern, comfortable office spaces
IT Service Desk Analyst in Bedwas employer: CheckFire Ltd
CheckFire is an exceptional employer, offering a dynamic work environment in Bedwas, Caerphilly, where employees are valued and supported. With a strong focus on employee growth, we provide comprehensive training opportunities, a generous holiday allowance, and a profit share scheme that rewards your contributions to our success. Join us to be part of a dedicated team that prioritises quality service and innovation in the fire safety industry.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Analyst in Bedwas
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend local tech meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common IT support scenarios. Think about how you'd troubleshoot specific issues or handle difficult users. We recommend role-playing with a friend to build your confidence!
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website where you can highlight your projects, certifications, and any relevant experience. This gives potential employers a tangible way to see what you can bring to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at CheckFire.
We think you need these skills to ace IT Service Desk Analyst in Bedwas
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Service Desk Analyst role. Highlight your relevant experience, especially in IT support and customer service. We want to see how your skills match what we're looking for!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it friendly and professional – we love a personal touch!
Show Off Your Tech Skills:Don’t forget to mention your technical skills, especially with Windows and Microsoft 365. If you've worked with ticketing systems or have any knowledge of cybersecurity, make sure to include that too. We’re keen on candidates who can hit the ground running!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at CheckFire Ltd
✨Know Your Tech
Brush up on your knowledge of Windows operating systems and Microsoft 365. Be ready to discuss how you've used these tools in previous roles, as well as any troubleshooting experiences you’ve had. This will show that you’re not just familiar with the tech but can also handle real-world issues.
✨Customer Service is Key
Since this role involves a lot of user support, think of examples where you provided excellent customer service. Prepare to share specific instances where you resolved user issues or improved their experience. This will highlight your communication skills and ability to prioritise user needs.
✨Familiarise Yourself with ITIL Principles
Even if you don’t have extensive experience with ITIL, having a basic understanding can set you apart. Research the principles and be prepared to discuss how they apply to incident management and service delivery. This shows that you’re proactive and willing to learn.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about common IT issues and how you would approach them. Practising these scenarios can help you articulate your thought process clearly during the interview.
