Job Description

We are seeking a dedicated IT Service Desk Analyst to join our Technology team based in Cardiff. This role is full time working 37.5 hours per week Monday to Friday, 9am to 5pm and there may be an opportunity for hybrid working in the future.

County/Borough

Cardiff

Office location

Victim Support, Building 3, Eastern Business Park, Wern Fawr Lane, Old St Mellons, Cardiff, Glamorgan, CF3 5EA

Full time/Part time

Full time

Hours per week

37.5

Work schedule

Monday - Friday 9am - 5pm

Basic Salary

26,161.25 per annum

Contract type

Permanent

DBS required?

Basic

Police vetting required?

Yes

Closing Date

25/07/2025

Ref No

6221

What we offer:

At Victim Support, we are committed to attracting and retaining the best talent. Our competitive rewards and benefits package includes:

Flexible Working Options:

Including hybrid working.

Generous Annual Leave:

28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave.

Birthday Leave:

An extra day off for your birthday.

Pension Plan:

5% employer contribution.

Enhanced Allowances:

Enhanced sick pay, maternity, and paternity payments.

Exclusive Discounts:

High Street, retail, holiday, gym, entertainment, and leisure discounts.

Financial Wellbeing:

Access to our financial wellbeing hub and salary-deducted finance.

Wellbeing Support:

Employee assistance programme and wellbeing support.

Inclusive Networks:

Access to EDI networks and colleague cafes.

Sustainable Travel:

Cycle to work scheme and season ticket loans.

Career Development:

Ongoing training and support with opportunities for career progression.

About 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 Victim Support 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 and have experience in maintaining and managing mailboxes and distribution groups. Knowledge of Zoom and ticket logging software is also beneficial.



You will need:


1st/2nd line Service Desk Support experience Experience in an ITIL aligned enterprise environment Knowledge of Microsoft Active Directory, Windows & Office IT hardware configuration & troubleshooting skills Good organisational skills, able to prioritise effectively Ability to gather, analyse & use evidence from various sources To understand & promote IT policies and security

About Us:

Victim Support (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for VS gives you the opportunity to play a key role in a national charity providing high quality services to victims and witnesses and being a vital force for change.



Victim Support is committed to recruiting with care and to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.



Victim Support strives to represent the diverse communities we serve and are passionate about creating an environment where all staff and volunteers feel respected and heard. Being a diverse organisation with an inclusive culture is integral to us being able to meet our aim of ensuring that anyone who is a victim of crime gets the support they need.



As part of our commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. VS is also a Disability Confident Employer and we provide a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role.



If you have a disability, a learning difficulty such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we'll be happy to make reasonable adjustments to enable you to perform at your best.