Job Opportunities API

Job Title:              Senior Service Desk Analyst Location:              Cardiff (Hybrid) Salary:                  £28,000 Contract type:     Permanent #LI-Hybrid   About the role   We're looking for a proactive and experienced Senior 1st Line Service Desk Analyst to join our team and provide exceptional customer support. In this role, you'll manage our monitoring software, troubleshoot issues, log calls, and resolve support queries quickly and efficiently. You'll handle inbound calls, emails, and service requests, providing advanced first-line support as well as taking ownership of more complex technical issues before escalating them to the relevant teams when needed. As a senior member of the Service Desk, you'll also act as a point of guidance for colleagues and help ensure our customers receive the highest level of service. The ideal candidate will be an enthusiastic communicator with a strong customer service focus, quick-thinking, and detail-oriented. Experience with troubleshooting and technical support is essential, but most importantly, we're looking for someone eager to learn, share their knowledge, and make an impact.   Please note that this is a Hybrid role with onsite requirement 3 days a week. Applicants must be able to reliably travel to the office and where required, attend customer or business locations   What you’ll do   Assist customers with questions relating to supported software and platforms, ensuring all work is carried out in line with company processes, policies, and customer SLAs/OLAs. Manage our proactive monitoring software on a day-to-day basis, including logging, investigating, and resolving related service desk tickets in accordance with service guidelines. Log and update tickets accurately, maintaining detailed records of all incidents, requests, and customer interactions. Provide advanced first-line support and take ownership of more complex technical issues, escalating to the appropriate teams where required. Communicate effectively, both verbally and in writing, with customers, third-party suppliers, and internal teams. Build and maintain positive working relationships with colleagues, supervisors, customers, and external partners. Support and mentor other Service Desk team members, sharing knowledge and helping to maintain high service standards. Take an active role in your own professional development, continually building the skills and knowledge needed to perform the role effectively. Support the delivery of the company's proactive services and assist with wider Service Desk operations as required. Travel to customer sites across the UK when required to meet business needs. Work from customer sites when required, providing on-site support and maintaining excellent customer relationships. Requirements What we are looking for?   Essential Experience of working in a technical customer service IT support role in a 1st/2nd line capacity. Exceptional customer services skills Exposure to working to SLAs Experience of working in a fast paced working environment Full and valid UK driver's license A good understanding/working knowledge of the following technologies: Windows Operating Systems(7, 8.1, 10, 11), Microsoft Office, AV Products, PC/server security, LAN, Exchange, Active Directory A good understanding of IT support principles; e.g. desktop, networks, infrastructure Ability to use desktop software and applications- word processing, spreadsheets and graphics Office 365 experience Excellent telephone manner and customer engagement skills Proactive approach to workload and customer needs. Strong prioritisation, time management and troubleshooting skills   Desirable  A basic