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

At Target Group, we're not just about deadlines and deliverables; we're about making a real impact in the Financial Services and Technology sectors. We thrive on innovation and the ability to adapt, and we're looking for an IT Service Desk & Operations Technician who shares our passion for progress to join our 1st line function.Please Note this is a shift role, details below:Shifts - 4 Shifts On, 4 Shifts OffThese rotate between Days and Nights (7am - 7pm / 7pm - 7am)Hybrid - At least 2 shifts will be based from our Cardiff City Centre office (onsite parking is available)What You'll Be Doing!You will be part of a team providing IT support to all 500+ colleagues within our business. You will be providing excellent customer service in all interactions, ensuring that our helpdesk system is managed effectively and efficiently.Your role is a combination of hands-on and supervisory responsibility, where you have the opportunity to work with and learn from the wider team.More Specifically, You'll.....Process service desk tickets to 1st Line levelReact to incidents, use problem solving techniques and the support of others to provide fast resolutionAnalyse impact of requests, changes to the client's systems or Target's environment and makes informed decisionsAnswer calls made to the Service Desk and raise corresponding ticketsManage ITCC ticket queues and resolve tickets within SLA'sEscalate service-impacting incidents to 2nd LineComplete client software deployments into Test environmentsComplete Operational tasks. E.g. media management, Monthly Service Reports, Scheduled process checksUse effective communication to proactively manage customer expectationsRequirementsWhat We're Looking For!Excellent interpersonal skills in handling contact with end-users, staff, customers and suppliersEntry level knowledge of working with Information Technology and supporting end user1st line Microsoft Desktop software knowledge (i.e. Windows 10/11, Office 365)1st line Microsoft Server knowledge (i.e. Server 2019/ 2022)1st line Microsoft Server Application knowledge (i.e. Intune)Working experience of ITIL processes and proceduresExperience working within a professional and busy IT Service DeskBenefitsCore Benefits:Competitive salary of £24,444.24 plus a 30% shift allowance30 days holiday PLUS bank holidays (That's right! 30 days from Day 1) Defined Pension Contribution Scheme (Employer matched up to 6%)Employee Discount Scheme, access to discounts and offers across 100s of leading retailers. Company Paid Private Medical Insurance (benefit in kind)Group Life Assurance Group Income ProtectionAnnual Pay Review Discretionary Annual Bonus SchemeHelp@Hand - Confidential access to health and wellbeing support to include Employee Assistance Program Free Flu Vaccinations, Eye Tests and employer contribution towards glassesRecognition SchemeFree Mortgage Advice and Support My Flex, our flexible benefits scheme gives colleagues access to additional benefits to supplement their core package. My Flex can save colleagues money by taking advantage of our corporate rates and also help spread the cost, through our monthly payroll deductions.Salary Sacrifice Pension Scheme Technology Buying Scheme (Salary Sacrifice) Critical Illness CoverDental InsuranceGym Flex - discounted annual gym/health club membershipsTaste Cards / Gourmet CardsRAC Breakdown CoverCharitable Payroll GivingCycle to work Scheme (Salary Sacrifice) Health Cash PlanWe wholeheartedly believe in fostering a diverse and inclusive culture by actively implementing our D&I strategy, building strong community ties, and empowering our people and leaders.Join us and shape your future!