- Be the first point of contact for colleagues for IT requests and incidents by being available on the phones, picking up tickets generated in a dedicated Service Desk portal or in person at the Cardiff office
- Be calm and patient on the phones, utilising strong customer service and technical problem-solving skills to achieve a positive customer outcome and experience
- Investigate IT incidents and aim to resolve customer issues first time (First-Time Fix) or within the Service Level Agreement time period
- Produce clear and concise technical triage notes within ticket records, ensuring on-hold rules are used correctly and tickets are continually updated and managed efficiently
- Provide initial technical triage and support for complex incidents, requests and major incidents and pass to the appropriate team. Liaising with other teams and third-party suppliers to ensure ticket resolution
- Follow the IT Access Management policy to a high standard, providing or removing system access for users via service requests or the Joiners, Movers, Leavers process
- Experience operating in a customer facing environment, ideally from a contact centre or similar customer service function
- Strong problem-solving skills with a passion for IT
- Strong communication skills, able to handle customer calls and write investigation and resolution notes
- Experience with Windows, Active Directory, Microsoft Office suite, Avaya
- Excellent organisation and planning skills and the ability to work as part of a team and on your own
- A friendly and flexible culture, the same as how we work with our customers.
- A growing organisation that means there's lots of opportunities to progress
- A drive for continuous improvement, which you will be empowered to get behind from day one.
- And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential.
-
Support Desk Analyst
3 weeks ago
recruit121 Cardiff, United KingdomThis is a unique opportunity for a Support Desk Analyst to join a fast-growing global telecommunications and digital transformation organisation based in Cardiff. · My client has more than doubled in the last 18 months and is continuing on the same trajectory. This is an amazing ...
-
Service Desk Analyst
3 weeks ago
GSA Techsource Ltd Cardiff, United KingdomGSA Techsource are currently recruiting for a 2nd Line Service Desk Analyst who will be working for a financial client of a Global IT Provider. · **Experience and Skills Required**: · - Experience within a Service Desk/2nd Line Support function providing administrative support fo ...
-
Service Desk Analyst
1 week ago
identifi Global Resources Cardiff, United Kingdom £35 - £130Service Desk Analyst · Cardiff · 6m contract · Inside IR35 · £130 per day (paid via Umbrella) · Onsite for training period, remote thereafter · We're working with a Cardiff based NHS organisation who are looking to add to their existing Service Desk team. You'll work closely ...
-
Service Desk Analyst
1 week ago
The Crown Estate Cardiff, United KingdomAdvert close date: Tuesday 25th June 2024 · The Crown Estate is a prestigious property business with a diverse portfolio across the UK. We are dedicated to delivering exceptional service and support to our customers. We are looking for a Service Desk Analyst to join our team on a ...
-
Service Desk Support Analyst 1st
3 weeks ago
Additional Resources Ltd Cardiff, United Kingdom**Service Desk Support Analyst 1st & 2nd Line - Windows AD, Exchange, Office, Win 7/10** · **Location: Cardiff (CF3)** · **Salary: £24,407.00per annum** · **Job Type: Permanent** · **Keywords**: Service Desk, 2nd Line, 1st Line, Support, Helpdesk, ITIL v3 / v4, Windows Server, AD ...
-
Service Desk Analyst
1 week ago
Digital Health and Care Wales Cardiff, United Kingdom Fixed-TermJob summary · To provide first and second line support to service users to IT Information Library (ITIL) compliant standards. This will involve acting as the first point of contact to users for incident resolution; recording calls, logging requests, managing and processing in li ...
-
Service Desk Analyst
2 weeks ago
Additional Resources Ltd Cardiff, United Kingdom permanentService Desk Analyst (1st & 2nd Line) · Location: Cardiff, South Glamorgan (Hybrid) · Salary: £25,00 - £25,700+ Excellent Benefits · Permanent, Monday - Friday, 9am - 5pm (Occasional Travel) · Our client is a prominent UK based charity, seeking aService Desk Analyst to join thei ...
-
Service Desk Analyst
3 weeks ago
identifi Global Resources Cardiff, United KingdomJob Description · Service Desk Analyst · Cardiff · 6m contract · Inside IR35 · £130 per day (paid via Umbrella) · Onsite for training period, remote thereafter · We're working with a Cardiff based NHS organisation who are looking to add to their existing Service Desk team. You'll ...
-
Service Desk Analyst
3 weeks ago
identifi Global Resources Cardiff, United KingdomService Desk AnalystnCardiffn6m contractnInside IR35n£130 per day (paid via Umbrella)nOnsite for training period, remote thereafter · We're working with a Cardiff based NHS organisation who are looking to add to their existing Service Desk team. You'll work closely with the Servi ...
-
Service Desk Analyst
2 weeks ago
identifi Global Resources Cardiff, United KingdomService Desk Analyst Cardiff 6m contract Inside IR35£130 per day (paid via Umbrella) Onsite for training period, remote thereafter We're working with a Cardiff based NHS organisation who are looking to add to their existing Service Desk team. You'll work closely with the Service ...
-
Service Desk Analyst
1 week ago
Digital Health and Care Wales Cardiff, United KingdomService Desk Analyst · Salary: Band 4 starting at £25,524 · Tenure: Fixed Term for up to 9 months (Until March 2025) · Join our game changing, life-saving team as a Service Desk Analyst and help to make a real difference to health and care services in Wales. · We are seeking pass ...
-
Service Desk Analyst
1 week ago
Hays Technology Cardiff, United KingdomYour new role · As a Service Desk Analyst you'll play a crucial role in assisting internal customers. Your responsibilities include providing 1st and 2nd line technical support, resolving incidents according to guidelines and Service Level Agreements, and supporting users with Vi ...
-
Service Desk Analyst
2 weeks ago
Hays Technology Cardiff, United Kingdom Permanent, Full timeYour new role · As a Service Desk Analyst you'll play a crucial role in assisting internal customers. Your responsibilities include providing 1st and 2nd line technical support, resolving incidents according to guidelines and Service Level Agreements, and supporting users with V ...
-
Senior Service Desk Analyst
2 weeks ago
Jumar Solutions Cardiff, United Kingdom ContractSenior Service Desk Analyst On-site to begin with (Cardiff) - Then into a more Hybrid role£130 P/D Inside IR356 months, scope to extendThe role: Providing second line specialist support and technical advice to users, IT Managers and 3rd Party Suppliers Providing advice to 1st Lin ...
-
Service Desk Support Analyst
6 days ago
Proactive Appointments Cardiff, United KingdomJob Description · Service Desk Support Analyst - 5 days on site · We are looking for an experienced and talented Service Desk Support Analyst to join one of our biggest customers based in Cardiff. This is a new role and function within the company so offers a great opportunity fo ...
-
Senior Service Desk Analyst
1 week ago
Jumar Solutions Cardiff, United Kingdom Contract, Full timeSenior Service Desk Analyst · On-site to begin with (Cardiff) - Then into a more Hybrid role · £130 P/D Inside IR35 · 6 months, scope to extend · The role: · Providing second line specialist support and technical advice to users, IT Managers and 3rd Party Suppliers · Providing ...
-
Service Desk Analyst
3 weeks ago
Venesky-Brown Recruitment Ltd Cardiff, United Kingdom FreelanceVenesky-Browns client, a public sector organisation in Cardiff, is currently looking to recruit a Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £110/day. This role will be remote but the successful candidate may be required to work ons ...
-
Service Desk Analyst
3 weeks ago
Venesky-Brown Cardiff, United KingdomJob Description · Venesky-Brown's client, a public sector organisation in Cardiff, is currently looking to recruit a Service Desk Analyst for an initial 6 month contract with potential to extend on a rate of £110/day. This role will be remote but the successful candidate may be r ...
-
Service Desk Analyst
2 weeks ago
Additional Resources Cardiff, United Kingdom Permanent, Full timeService Desk Analyst (1st & 2nd Line) · Location: Cardiff, South Glamorgan (Hybrid) · Salary: £25,00 - £25,700 + Excellent Benefits · Permanent, Monday - Friday, 9am - 5pm (Occasional Travel) · Our client is a prominent UK based charity, seeking aService Desk Analyst to join thei ...
-
IT Service Desk Analyst
3 weeks ago
Accelerated People Management City, United KingdomIT Service Desk Analyst · Manchester · 25, ,000 Basic + Progression + Global role + Market Leader + Exceptional career offerings + Hybrid role · Outstanding opportunity for an information technology professional to progress within a global, market leading manufacturer as an I ...
Service Desk Analyst - Cardiff, United Kingdom - Aldermore Bank PLC
Description
Let us tell you a bit about us
We're Aldermore – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.
We thrive by saying "yes" to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.
This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.
Let us tell you a bit about the opportunity
We're investing in our Service Desk and this is an exciting time to join us as we have 4 additional 1st line Service Desk Analyst opportunities to join our established and growing team in Cardiff. You'll provide crucial support for our systems and services by providing technical advice and guidance, maintenance and problem solving within agreed SLA's. If you have experience within a customer service function and a passion for IT, this could be the perfect role for you to start your career within tech
What would your day look like?
What do we expect of you?
What can you expect from us?
Still curious?
Join us and we'll make the same promises to you as a colleague, as we do to each of our customers. We're committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you're pregnant or on family leave.
Please note that we have a thorough referencing process, which includes criminal record checks
Service Desk Analyst professionals in Cardiff
-
Liam Hutton
Senior Business Analyst
-
Niharika Leonie Joy
Business Consultant
-
George Okwori
Business Analyst