technology job

IT Service Desk Analyst in Wales

  • Posted May 29, 2024
  • Up to £136 per day
  • Cardiff
  • Permanent

Intelligent Resource is working in partnership with a major Client in the UK. We are currently recruiting for IT Service Desk Analyst to be Cardiff based out.

Job Title= IT Service Desk Analyst

Location = Remote/ Cardiff

Duration= 6 months Initially

IR35 Status: Inside

Duties And Responsibilities

Operational Service Management

  • Work with Service Desk Manager to ensure the goals and objectives for each service corresponding to their respective SLA’s.
  • OLAs and Service schedules are met.
  • To ensure that appropriate information is produced about each service for analysis.
  • To work with the Service Desk Team Leader to review incidents and problems and develop service improvement plans where necessary.
  • Responsible for the administration of the Configuration Management Database.
  • Ensure that all configurations of all assets associated with each service are registered and managed.
  • Provide documentation for service reviews with the Service Desk Manager and Service Desk Team Leader
  • Ensure that appropriate Metrics and Performance Indicators are produced for services for analysis on monthly basis and also produce ad hoc reports when requested for Service Management Meetings.

Development & Implementation Management

  • Involved in setting up the Service Management wrap for any new developments/projects.
  • Responsible for highlighting any risks associated with the Change Process.
  • Responsible for notifying the Service Desk Manager of any resource issues that may affect the smooth running of the Service Desk Team.
  • Maintain and develop the implementation of service Management methodology (ITIL).

Line Management

  • Deputise for the Service Desk Team Leader
  • Communication and Relationship Skills
  • Establish and maintain effective written and verbal communication with individuals and groups of customers and stakeholders as directed by line manager.
  • Hold regular meetings with Service Desk Team and line manager to report on progress and discuss personal development.
  • Liaise with other staff across organization either informally or in meetings as appropriate.

Analytical and Judgemental Skills

  • Investigate reported problems/issues taking appropriate action to progress the problem/issue to a successful conclusion.

Planning and Organisational Skills

  • The postholder will manage his/her own detailed priorities in consultation with the Service Desk Team Leader, although the Service Desk Team Leader may assign particular projects on occasion.
  • The postholder will adjust priorities to meet frequently changing customer demands and will review these, self-managing any conflicting demands, referring to the Service Desk Team Leader only when necessary.
  • Formal line management reporting for the post-holder will be to the Service Desk Team Leader

Responsibility for Policy / Service Development Implementation

  • Establishing and applying confidentiality rules and procedures in complex situations to ensure information released complies with the Caldicott principals, the Data Protection Act and Freedom of Information.
  • The postholder is also responsible for working with Standard Operating Procedures.
  • Contributes to and comments on new procedures.

Responsibility for Financial and Physical Resources

  • Treat client’s assets and equipment with care with a view to extending life and avoiding waste.

Responsibility for Human Resources

  • Responsible for updating E-KSF tool with own PDP.

Responsibility for Information Resources

  • Support the development of specific projects involving service management, liaising with senior colleagues as required.
  • Work with users and providers to ensure that the information provided/received will meet their needs.



  • Achieved (or working towards) degree level or equivalent qualification in IT or able to demonstrate equivalent experience in this area.
  • Commitment to continuing professional development for self and team members.
  • ISEB Practitioner Certificate in relevant process or demonstrable equivalent experience
  • Good general knowledge of common hardware and software applications including but not restricted to:
  • Common email systems and protocols
  • Domain Name Service
  • Active Directory System
  • Authentication principles
  • Understanding of inter-relationships between aspects of IT infrastructure and service support requirements

Skills And Experience


  • Experience of working in a technical support role and proven experience in the development and support of IT systems

Intelligent Resource committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organization.

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