Support Analyst

Ref No. 22981
Wales - Cardiff
Posted 02 Dec 2021


Salary: £18000-£22000 depending on experience

Employment: Permanent

Job description

We are looking for a  1st Line Service Desk Analyst / Engineer to help fill 2 new positions on a busy Service Desk team near Cardiff.

This 24/7 cover (team of 12 in total) so you'll be working earlies, lates and night shifts. You will receive a 12.5% uplift on your salary to help compensate you for working occasional night shifts. 31 days holiday & individual annual bonus.

Our client supports financial services clients all over the world and have offices from Singapore to New York.

If you have between 1 and 5 years experience within a technical helpdesk, telecoms or IT Services marketplace we'd love to hear from you.

The role will be quite technical (on the data networks / VoIP side of things) but you will get the training you need on their specific products before you start. It would be handy to have some experience around telephony or data systems though. 


You must have at least 1 years commercial IT Service Desk or Helpdesk experience and be able to get to their office on the outskirts of Cardiff regularly.

Beneficial skills include:

  • Understanding of network administration and configuration of IP and VoIP/Data networks.
  • Knowledge of Windows operating systems, application deployment and troubleshooting.
  • Knowledge of SIP/RTP in telephony communication.
  • Network Routing and protocols, NAT, TCP/IP, DNS, HTTP, SMTP.
  • Understanding of database technology: Microsoft SQL or MySQL.
  • Knowledge of VPN technologies and remote connection tools
  • Exposure to an ITIL framework.

Your responsibility will be to register and classify received incidents and to undertake an immediate effort to restore a failed IT service as quickly as possible.

  • Provide support to clients via Telephone / Email / Chat / Remote access.
  • Pro-active monitoring and system health checks of customers voice recording infrastructure.
  • Incident Management: own incident and problem management, ensure that incident tickets are tracked and updated correctly, focus on SLA’s and customer communication.
  • Capture and analysis of system logs and alarms.
  • Liaison and escalation for technical support including internal Tier 2/3 teams and manufacturer when appropriate.

If this sounds like the role for you apply now for further details and a confidential chat, thanks!

Your consultant

Phil Dancey

Principal Consultant

Get in touch: