1st Line IT Service Desk & Operations Technician (Shift)

<p><strong>Location:</strong> Cardiff / Hybrid. <strong>At least 2 shifts will be based from our Cardiff City Centre office </strong><em>(onsite parking is available)</em></p><p><strong>Contract:</strong> Permanent. 4 Shifts On, 4 Shifts Off. <strong>These rotate between Days and Nights (7am - 7pm / 7pm - 7am)</strong></p><p></p><p><strong>Help us make great change happen at Target.</strong></p><p></p><p>We’re looking for an organised, friendly and proactive <strong>Service Desk Technician</strong> to join our 1st Line IT Service Desk &amp; Operations team providing IT support to our 500+ colleagues. If you have a keen eye for detail and love problem solving, this could be a brilliant next step in your career. You'll provide excellent customer service in all interactions, ensuring that our helpdesk system is managed effectively and efficiently. </p><p></p><p><strong>What it’s like to be part of the team</strong></p><p>You’ll be joining a supportive, knowledgeable team right at the inception of an exciting period of change. </p><p>We come from a mix of backgrounds, so there’s always someone to learn from — and always someone willing to help. No two days look the same; the pace is lively, and you’ll build strong relationships right across the business, including with senior leaders. The work you do will play a vital role in ensuring changes land smoothly for both our clients and our colleagues.</p><p>We value wellbeing, teamwork and having fun at work. You’ll get regular feedback in 1:1s and your hard work will be recognised through our <em>My Recognition</em> platform.</p><p></p><p><strong>What you'll be doing:</strong></p><ul><li>Process service desk tickets and manage queues to 1st Line level within SLA's</li><li>React to incidents, use problem solving techniques and the support of others to provide fast resolution</li><li>Analyse impact of requests, changes to the client’s systems or Target’s environment and makes informed decisions</li><li>Answer calls made to the Service Desk and raise corresponding tickets</li><li>Escalate service-impacting incidents to 2nd Line</li><li>Complete client software deployments into Test environments</li><li>Complete Operational tasks. E.g. media management, Monthly Service Reports, Scheduled process checks</li><li>Use effective communication to proactively manage customer expectations</li></ul>