Help Desk Analyst

Job Title: Helpdesk Analyst

Salary: £26,000 to £27,000 Per Annum

Location: Swansea, Wales (Full-time)

Our Values

Our values reflect us all and they’re at the heart of everything we do. They set out our culture, the way we behave and the way we do things. Our colleagues are passionate, kind and resilient and they go the extra mile for the people we support and for each other. We have this expectation of all colleagues. As a Helpdesk Analyst, you’ll demonstrate these values in every interaction and contribute to a positive, supportive team environment.

Role Overview

• Reporting to the Helpdesk Team Leader, you play a key role in ensuring the smooth operation of our systems and providing essential support to colleagues.
• You apply your technical skills, problem‑solving abilities and customer service expertise to resolve issues promptly and effectively.
• You thrive in a fast‑paced environment, enjoy troubleshooting technical challenges and have a passion for delivering exceptional service.

Your Responsibilities

• Application Support Provide timely 1st line technical support to internal users for IT queries and incidents, ensuring service levels are maintained to the highest standards.
• Create, delete and amend user accounts across all systems. Identify, investigate and resolve basic IT issues efficiently, offering solutions or workarounds to minimise escalations.
• Update the ticketing system with high‑quality information to support transparency, collaboration and trend analysis.
• Escalate complex issues to the relevant team for further resolution. Proactively recognise and report trends to the appropriate team for further attention.
• Assist with User Acceptance Testing (UAT) and other agreed IT maintenance tasks.
• Maintain accurate documentation of IT procedures and resolutions.
• Capture user feedback to support future IT development and service improvement.

The Main Skills and Experience for This Role

Essential

• 1+ years’ experience in an IT support or service desk role.
• Good knowledge of Windows operating systems.
• Proficiency in MS Office Suite including M365, SharePoint, Teams and common business applications.
• Basic troubleshooting of network issues.
• Familiarity with service desk software.
• Excellent communication and customer service skills, with the ability to explain technical concepts clearly to non‑technical users.
• Ability to prioritise and manage multiple tasks in a fast‑paced environment.
• Strong problem‑solving skills to identify issues and determine appropriate solutions.
• Ability to work well within a team and escalate issues when necessary.
• Ability to document issues, solutions and procedures clearly and concisely.
• Understanding of ITIL and basic cybersecurity principles.
• Honesty, reliability, trustworthiness and a passion to make a difference.

Desirable

• Previous experience working in the care sector.
• Knowledge of macOS, iOS and Android operating systems.
• Relevant qualifications or certifications such as Microsoft, Cisco or CompTIA A+.

Our Support

We go beyond expectations for our colleagues as well as the people we support. Our reward package includes much more than pay. Your birthday off with pay after a year of service and there is a £300 refer a friend scheme too!

In addition, we also offer the following:

• Industry-leading recognition
• Social, financial and emotional wellbeing
• Training and development to reach your potential

If you’re ready for a job that can truly make a difference and you’re up for a challenge, then this is the role for you!

INDF