Service Desk Assistant / Cynorthwyydd Desg Wasanaeth

We have an opportunity for a fixed-term Service Desk Assistant to join our Technology and Data Service Desk team, providing maternity cover for 12 months.

This role is a great opportunity for someone with some Service Desk or IT support experience who enjoys helping people, solving practical technology issues and delivering a positive customer experience. You will be part of a small team providing first defined second-line support to staff across the organisation, helping to make sure issues and requests are captured, handled and progressed effectively.

What you will be doing?

You will act as a first point of contact for incoming Service Desk requests, providing practical support to staff in person and remotely. This will include handling incidents and requests, helping to diagnose issues, recording the right information and making sure customers receive a responsive and helpful service.

You will resolve issues where you can and escalate more complex matters to other Technology and Data staff, making sure they have the information needed to progress the request effectively.

You will also support the setup and maintenance of end-user devices, including Windows laptops and Apple mobile devices and help staff make effective use of core business systems.

We are looking for someone with some experience in a Service Desk, IT support or similar customer-focused technical support environment. You will be passionate about delivering good customer service and helping people get the best from technology.

You will be a good communicator with strong listening skills and the ability to understand customer needs. You will be able to capture and explain information clearly and accurately, and you will be comfortable supporting both technical and non-technical staff.

You will have some familiarity with setting up end-user devices such as Windows laptops and mobile devices and some experience of working in a Microsoft 365 environment.

A logical problem solver, you will be able to use a structured approach to fault diagnosis, asking the right questions, checking information carefully and following issues through to resolution or escalation., Please note that WWHG is unable to offer Skilled Worker visa sponsorship for this role. Applicants must have the right to work in the UK for the duration of their employment. If you require sponsorship to work in the UK, we will be unable to progress your application.

Salary £30,178 - £33,215 per annum.

Choice of Defined Contribution or Defined Benefit pension, both including 3x death in service life insurance cover.

25 days annual leave, increasing to 30 days with service the ability to buy and sell up to 5 days (pro rata), as well as, time off for volunteering, health screening and more.

9 Bank Holidays per annum, including an extra day at Christmas!

Opportunities to develop and grow,

Regular feedback, training and support from your manager and team,

Comprehensive support in case of sickness with a generous sick pay scheme, critical illness cover and support through an employee assistance and counselling service and a cash plan benefit.

Are we right for you?