Service Desk Analyst - 12 months FTC

BELONG. There’s no place like Principality. 

Our home is your home. So, when you decide to join the team, we’ll go further to bring you the warmest of welcomes. From a friendly and inviting environment to a flexible benefit package designed around you – when it comes to belonging, there really is no place like Principality. We keep it flexible wherever possible; we encourage you to look after yourself; we do our bit in the communities we serve and support you in doing the same, and we promise to get better together.  

Some reasons you may want to consider working with us; we have an award-winning flexible/hybrid working policy, we’re a 2022 winner of UK Best Large Workplaces for Women, we have a newly refurbished hi-tech office in the centre of Cardiff designed around colleague feedback, we ranked number 6 for wellbeing in 2022,  we have an extensive financial and well-being benefits package ‘’Belong’’ designed to put our people first, we have consistent colleague engagement scores of over 85% and a caring community of supportive Networks. But that’s not all, discover why there’s really no place like Principality; https://www.principality.co.uk/careers 

As an IT Service Desk Analyst, you will provide outstanding 1st line technical support to staff across Principality Building Society. To be successful in this role you will require excellent customer service skills along with an aptitude for analysing, diagnosing and resolving problems.  This may range from straightforward fixes to more complicated technical investigations where you may need to escalate to the appropriate 2^nd or 3^rd line teams.  Alongside this you will be expected to perform a range of administration duties.

Role responsibilities include:

• Act as a single point of contact for phone calls, tickets and emails from colleagues regarding IT issues. Manage all calls through our call logging tool – ServiceNow, ensuring all are correctly classified for subsequent reporting and investigation. 
• Maintain an exceptionally high degree of customer service with a professional, confident and helpful attitude. 
• Provide 1st line support - troubleshooting IT related problems from software to hardware, such as virtual and physical desktops, laptops, printers, desk phones and iPhones
• Work with other areas of IT to resolve calls raised. Where appropriate, identify and communicate workarounds to reduce the impact of issues on the business. 
• Track and monitor calls to external parties to ensure timely repairs against SLA. 
• To ensure all Service Desk procedures and processes are adhered to and new methods documented and cascaded to team members. 
• To administer the process for setting up new users including the granting of the appropriate level of access to the Society’s systems. Promote and embrace a culture of continuous

Ideal experience we are looking for:

• Working knowledge of MS packages including MS Office,
• Excellent customer service
• Strong communication skills
• Professional telephone manner
• Excellent organisational skills with the ability to work with a multi-disciplined team
• Ability to build relationships across departments
• Strong technical skills
• Working in a similar role would be advantageous but not essential

Working hours for this role will be between 7 am – 5pm Monday – Friday with rotational Saturdays.

If you have any questions in relation to this role, please contact the recruitment team at recruitment@principality.co.uk.

‘’We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging’’ Daniel Priest, Inclusion Manager. But don’t just take our word for it, see what our colleagues say about working here too; Careers (principality.co.uk) 

We offer a Hybrid working policy, but this role will require the successful candidate to be onsite at out HO in Cardiff 2 days per week.