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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Analyst - **Company:** Locationswansea - **Location:** Swansea, UK - **Salary:** £26,000.0 - £27,000.0 - **Contract:** Permanent contract - **Skills:** Android Software Development, Apple IOS, Apple Mac Systems, Business Software, Issue Tracking Systems, Microsoft Office, Microsoft SharePoint, Information Technology, Cisco, User Accounts - **Published:** August 26, 2026 - **Apply:** https://www.ivolve.jobs/job/helpdesk-analyst-5995629/apply ## About the Role * 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+. ## Description 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., * 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. ## Related Videos - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Full-stack role-based authorization in 45 minutes](https://www.wearedevelopers.com/videos/312-full-stack-role-based-authorization-in-45-minutes) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) - [Swapping Low Latency Data Storage Under High Load](https://www.wearedevelopers.com/videos/746-swapping-low-latency-data-storage-under-high-load) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)