At a Glance
- Tasks: Provide first-line support and solve tech issues for staff, both in person and remotely.
- Company: Join a supportive team in a dynamic Technology and Data Service Desk environment.
- Benefits: Competitive salary, generous leave, pension options, and professional development opportunities.
- Other info: Great career growth potential with regular feedback and training support.
- Why this job: Make a real difference by helping others navigate technology challenges every day.
- Qualifications: Experience in IT support or customer service, strong communication skills, and problem-solving abilities.
The predicted salary is between 30178 - 30178 £ per year.
The Opportunity
We have an opportunity for a Service Desk Assistant to join our Technology and Data Service Desk team. This role is a great opportunity for someone with some Service Desk or IT support experience who enjoys helping people, solving practical technology issues and delivering a positive customer experience. You will be part of a small team providing first defined second-line support to staff across the organisation, helping to make sure issues and requests are captured, handled and progressed effectively.
What you will be doing?
- You will act as a first point of contact for incoming Service Desk requests, providing practical support to staff in person and remotely.
- This will include handling incidents and requests, helping to diagnose issues, recording the right information and making sure customers receive a responsive and helpful service.
- You will resolve issues where you can and escalate more complex matters to other Technology and Data staff, making sure they have the information needed to progress the request effectively.
- You will also support the setup and maintenance of end-user devices, including Windows laptops and Apple mobile devices and help staff make effective use of core business systems.
Who we are looking for?
- We are looking for someone with some experience in a Service Desk, IT support or similar customer-focused technical support environment.
- You will be passionate about delivering good customer service and helping people get the best from technology.
- You will be a good communicator with strong listening skills and the ability to understand customer needs.
- You will be able to capture and explain information clearly and accurately, and you will be comfortable supporting both technical and non-technical staff.
- You will have some familiarity with setting up end-user devices such as Windows laptops and mobile devices and some experience of working in a Microsoft 365 environment.
- A logical problem solver, you will be able to use a structured approach to fault diagnosis, asking the right questions, checking information carefully and following issues through to resolution or escalation.
What’s in it for you?
- Salary £30,178 per annum.
- Choice of Defined Contribution or Defined Benefit pension, both including 3x death in service life insurance cover.
- 25 days annual leave, increasing to 30 days with service the ability to buy and sell up to 5 days (pro rata), as well as, time off for volunteering, health screening and more.
- 9 Bank Holidays per annum, including an extra day at Christmas!
- Opportunities to develop and grow, Regular feedback, training and support from your manager and team.
- Comprehensive support in case of sickness with a generous sick pay scheme, critical illness cover and support through an employee assistance and counselling service and a cash plan benefit.
This role is subject to a satisfactory Disclosure and Barring Service (DBS) check due to our safeguarding responsibilities. Please note that WWHG is unable to offer Skilled Worker visa sponsorship for this role. Applicants must have the right to work in the UK for the duration of their employment. If you require sponsorship to work in the UK, we will be unable to progress your application.
Closing date for applications: Sunday, 27th September 2026
Assessment date: Thursday, 1st October 2026
Service Desk Assistant / Cynorthwyydd Desg Wasanaeth in Cardiff employer: Wales & West Housing
Cambria is an excellent employer, offering a supportive work culture that values teamwork and professional development. With competitive pay, including additional compensation for 24/7 call-out duties, and opportunities to enhance your skills in the growing field of heat pumps, you'll find a rewarding career path in the beautiful regions of Wales. Join us to be part of a dedicated team committed to delivering high-quality heating solutions while enjoying the benefits of a company van and a focus on employee growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Assistant / Cynorthwyydd Desg Wasanaeth in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wales & West Housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Wales & West Housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Assistant / Cynorthwyydd Desg Wasanaeth in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Wales & West Housing:Your cover letter is your chance to shine! Tell us why you want to work at Wales & West Housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Wales & West Housing!
How to prepare for a job interview at Wales & West Housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
