Service Desk Support Specialist

1 month ago


Cardiff, Cardiff, United Kingdom Principality Building Society Full time

Service Desk Analyst Role

We are seeking a skilled Service Desk Analyst to join our team at Principality Building Society. As a Service Desk Analyst, you will be the first point of contact for our staff regarding IT issues, providing exceptional customer service and technical support.

Key Responsibilities:

  • Provide 1st line technical support for IT-related problems, including software and hardware issues.
  • Manage calls, tickets, and emails through our call logging tool, ServiceNow.
  • Maintain a high level of customer service with a professional and helpful attitude.
  • Work with other areas of IT to resolve calls and identify workarounds to reduce business impact.
  • Track and monitor calls to external parties to ensure timely repairs against SLA.
  • Administer the process for setting up new users and granting access to our systems.

Requirements:

  • Working knowledge of MS packages, including MS Office.
  • Excellent customer service and communication skills.
  • Professional telephone manner and strong organizational skills.
  • Ability to build relationships across departments and work with a multi-disciplined team.
  • Strong technical skills and experience in a similar role (advantageous but not essential).

Working Hours: 7 am - 5 pm, Monday - Friday, with rotational Saturdays.

Why Work with Us: We are passionate about creating an inclusive workplace where diversity is celebrated and colleagues feel a sense of belonging. We offer an award-winning flexible/hybrid working policy, a newly refurbished hi-tech office, and a range of benefits to support our people.



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