Service Desk Assistant / Cynorthwyydd Desg Wasanaeth

About the role

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.

Responsibilities

• Act as the first point of contact for incoming Service Desk requests, providing practical support to staff in person and remotely.
• Handle incidents and requests, help diagnose issues, record the right information and ensure customers receive a responsive and helpful service.
• Resolve issues where possible and escalate more complex matters to other Technology and Data staff, providing them with the information needed to progress the request.
• Support the setup and maintenance of end-user devices, including Windows laptops and Apple mobile devices.
• Help staff make effective use of core business systems.

Requirements

• Some experience in a Service Desk, IT support or similar customer-focused technical support environment.
• Passionate about delivering good customer service and helping people get the best from technology.
• Good communicator with strong listening skills and the ability to understand customer needs.
• Able to capture and explain information clearly and accurately.
• Comfortable supporting both technical and non-technical staff.
• Familiarity with setting up end-user devices such as Windows laptops and mobile devices.
• Experience working in a Microsoft 365 environment.
• Logical problem solver able to use a structured approach to fault diagnosis, asking the right questions, checking information carefully and following issues through to resolution or escalation.

Pay

Salary £30,178 per annum.

Benefits

• 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; ability to buy and sell up to 5 days (pro rata).
• Time off for volunteering and health screening.
• 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.
• Support through an employee assistance and counselling service.
• Cash plan benefit.