IT Service Desk Analyst We are seeking a dedicated IT Service Desk Analyst to join the Technology team based in Cardiff. This role is full time working 37.5 hours per week Monday to Friday, 9am to 5pm. Position: 6221 IT Service Desk Analyst Location: Cardiff (potential for future hybrid working, to be discussed at interview) Hours: Full time 37.5 Monday - Friday 9am - 5pm Contract: Permanent Salary: £26,161.25 per annum Closing Date: 25th July 2025. We reserve the right to close this vacancy early, if enough suitable applications are received. The Role As an IT Service Desk Analyst, you will provide 1st and some 2nd line support to internal customers, working within the ITIL framework to ensure efficient resolution and escalation of incidents. As an IT Service Desk Analyst you will: Provide 1st and some 2nd line technical support to internal customers. Resolve and escalate incidents in line with Service or Operational Level Agreements. Support internal customers with procured computers. Produce case history reports as requested. Escalate service issues to 2nd/3rd line support and 3rd party suppliers. Improve customer self-service confidence by creating/updating Knowledge Base articles, User Guides, and FAQs. Create and maintain bespoke application support documentation. Participate in Service Desk team meetings, workshops, and seminars. Engage in IT projects and complete tasks as required. About You Ideally, you will be familiar with Lenovo Laptop and Desktop hardware a