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. This role is office‑based, as support services are provided directly onsite to our users. Additionally, occasional travel to other offices may be required.

Main Duties

• Act as the first line 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.
• 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 relocation, set‑up and testing of devices to ensure continuity of service for users.
• Support contact proof and project work when required.
• 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 set‑up, 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 processes.
• 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.
• Demonstrates 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.

Benefits

• 33 days holiday (including bank holidays) upon joining, increasing to 38 days with tenure.
• Option to buy or sell up to an additional five days of annual leave.
• Up to £3,600 of free shares per year after one year of service.

Interview Process

• 1 Stage Interview.

Disability Confident Leader

As a Disability Confident Leader, for candidates with a disability or long‑term health condition that 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.