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Proactive Appointments
Cardiff
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 for someone to create a new career path for themselves. JOB PURPOSE: To provide in person
Job Source: Proactive AppointmentsVentula Consulting
Portbury, England, United Kingdom
Service Desk Engineer - Manufacturing Company - £38k + Package 2nd Line Support Engineer required by a leading manufacturing company to take on a challenging new role. This is an excellent opportunity for someone who wants to advance their career towards a more independent role, with exposure to a wider range of technology solutions. Reporting to
Job Source: Ventula ConsultingMatchtech
Weston-super-Mare
We are looking for a candidate to join the Service Desk team within the IT Support department of our client. Permanent, full-time position based from offices in Weston-Super-Mare The team is pivotal in supporting technology projects and services delivered to clients. The key to this role is to act as the first point of contact for customers. Furth
Job Source: MatchtechExponential-e
Bridgend
Exponential-e Want to be part of a leading British-owned tech company? Established in 2002, we are achieving year on year revenue growth and reinvesting 95% of our profits back into our people and technology. Hours: Shift Pattern of 12 hours 07:00 - 19:00, 11:00 - 23:00 (2 Early followed by 2 Late shifts, followed by 4 days off) Your new role: Resp
Job Source: Exponential-eMatchtech
Weston-Super-Mare
We are looking for a candidate to join the Service Desk team within the IT Support department of our client. Permanent, full-time position based from offices in Weston-Super-Mare The team is pivotal in supporting technology projects and services delivered to clients. The key to this role is to act as the first point of contact for customers. Furthe
Job Source: MatchtechCircle Recruitment
Cardiff
IT Service Desk Manager / ITIL / Support - Cardiff IT Service Desk Manager with proficient experience in leading a team of service desk analysts. Experience managing SLAs and monitoring KPIs is also essential for this leading company based in central Cardiff. You will join an already established service desk team that offers hybrid working, so 3 d
Job Source: Circle RecruitmentStable
cardiff, wales, United Kingdom
Job Description: Our company is looking for a Support Desk Engineer who can provide technical assistance and problem-solving for our customers who use Microsoft technologies, such as Azure/Microsoft Entra ID, SharePoint, Endpoint Manager, Microsoft Defender, and M365. The ideal candidate will have 2-3 years of IT support experience, preferably in a
Job Source: StableCircle Recruitment
Cardiff
IT Service Desk Analyst | 1st Line | Cardiff | Up to £27,000 Service Desk Analyst / 1st Line IT Support Analyst with strong experience in an IT helpdesk or support role, is required by a leading law firm in central Cardiff. You must be able to commute to the Cardiff office as it will be office based. In this role you will be the first line of suppo
Job Source: Circle RecruitmentCardiff
IT Service Desk Manager required by our market leading, award winning, professional services organisation based in Cardiff. The successful candidate will lead and manage a team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users.
This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction, managing service delivery, and driving continuous improvement initiatives within the service desk function.
Main Responsibilities:
Management
Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development.
Oversee the day-to-day operations of the service desk, including ticket management, prioritisation, and resolution of IT support requests and incidents.
Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes.
Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure timely resolution of service disruptions.
Manage service desk staffing levels, schedules, and workload allocation to ensure adequate coverage during operating hours (7am-6pm, Monday to Friday).
Handle escalated user inquiries and complaints, resolving issues promptly and effectively to maintain positive relationships with internal users.
Hands-on/Technical
Provide technical expertise and support to service desk engineers, assisting with troubleshooting, problem resolution, and escalation management as needed.
Stay abreast of emerging technologies, industry trends, and best practices in IT service management to enhance service desk capabilities and effectiveness.
Assist in the development and implementation of IT service management tools, systems, and processes to streamline operations and improve service quality.
Collaborate with other IT teams on projects and initiatives, contributing technical expertise and insights to support successful project delivery.
Required Background:
Degree or similar in Information Technology, Computer Science, or related field.
Considerable experience in IT service desk management, preferably within a professional services environment.
Proven leadership skills with experience managing and motivating teams of technical professionals.
Strong knowledge of ITIL processes, principles, and best practices, with ITIL certification preferred.
Excellent communication skills with the ability to interact effectively with internal users, stakeholders, and senior management.
Solid technical background with expertise in Microsoft Windows, Active Directory, Office 365, and IT service management tools.
Ability to work effectively under pressure, prioritize tasks, and meet tight deadlines in a fast-paced environment.
Strong analytical and problem-solving skills with a focus on continuous improvement and customer satisfaction.
Flexibility to provide occasional out of hours support and cover during extended business hours as needed.
This fantastic role comes with a basic annual salary of £37,500-40,000 p/a and is accompanied with 25 days holiday (Plus bank holidays & your birthday off), death in service equivalent to twice annual salary, pension scheme, hybrid working and professional fees paid (subject to requirement for your role) plus many more.
IT Service Desk Manager jobs in Cardiff
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