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Tech Desk Analyst

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Admiral Group Plc

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Location:
United Kingdom , Cardiff

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The IT Tech Desk Analyst provides front-line, hands-on technical support to colleagues, ensuring a positive and efficient experience when accessing IT services. This role is a key part of the Tech Desk team, acting as a primary point of contact for end‑user technology issues, delivering timely resolution, clear communication, and a high standard of customer service. This role is office-based, as support services are provided directly onsite to our users. Additionally, occasional travel to other offices may be required.

Job Responsibility:

  • Act as the first point of contact for onsite IT support, providing hands‑on assistance to employees with hardware, software incidents, mobile phones and peripheral requests.
  • Manage and resolve incidents and service requests in line with agreed processes, ensuring tickets are prioritised, accurately recorded, and progressed within agreed timescales.
  • Take ownership of issues from initial diagnosis through to resolution, escalating to wider IT teams or third‑party suppliers where required.
  • Manage and support break‑fix hardware replacement activities with third‑party warranty suppliers.
  • Support the day‑to‑day operation of the end‑user computing environment, including device set up, troubleshooting and routine maintenance. (Including onsite provisioning if required)
  • Provision, configure, and manage virtual desktop environments to ensure secure, reliable access to end‑user systems and applications.
  • Provision, configure, and manage mobile phones, ensuring devices are set up securely and issued in line with agreed standards and policies.
  • Maintain accurate asset and configuration records within the CMDB, ensuring devices are managed securely throughout their lifecycle.
  • Provide setup, support, and ongoing maintenance of meeting room and collaboration technology, ensuring reliable operation and a positive user experience.
  • Share knowledge, document fixes, and contribute to continuous service improvement within the Tech Desk team.
  • Work collaboratively with wider IT support teams to coordinate resolutions and share information.
  • Provide guidance to employees on best practice use of IT systems and tools.
  • Attend team meetings and contribute to effective communication across IT.
  • Support Facilities with IT equipment moves, including the relocation, setup, and testing of devices to ensure continuity of service for users.
  • This is a primarily office‑based role, with occasional travel to other offices as required.
  • Support proof of contact and project work when required
  • Carry out any other reasonable duties appropriate to the role.

Requirements:

  • Demonstrated experience in providing front-line IT support within a Tech Desk, Service Desk, or end-user support environment, with responsibility for supporting endpoint devices—including laptops, desktops, peripherals, and mobile devices—covering setup, troubleshooting, and ongoing day-to-day support.
  • A solid, practical understanding of end‑user technologies, including Windows 10/11, basic macOS support, Microsoft 365, Azure AD, and Active Directory user management.
  • Demonstrated experience with modern workplace and cloud-based technologies, complemented by a commitment to continuous learning, technical skill development, and adaptability to evolving technologies and working methods.
  • Understanding of IT Asset Management process.
  • Working knowledge of device deployment and patching processes, with the ability to follow documented procedures.
  • Familiarity with IT service management processes, particularly Incident and Service Request handling, and working to agreed SLAs.
  • An awareness of security best practices for end‑user devices, including password management, patching, and safe handling of equipment.
  • Strong customer service, communication, and relationship-building skills, with proven user-facing experience and the ability to explain technical issues clearly to non-technical users.
  • Demonstrates excellent time management skills, remaining calm under pressure while effectively managing, prioritising, and scheduling tasks in a busy support environment, with a proven ability to assess and allocate work based on business risk and priorities.
  • Demonstrates strong self-motivation and teamwork, complemented by excellent organisational skills, attention to detail, and a dedicated focus on service quality and continuous improvement.
  • Experience using ITSM tooling.

Nice to have:

  • ITIL Foundation certification or higher.
  • Vendor and third‑party technical management experience.
  • Strong macOS estate experience.
What we offer:
  • up to £3,600 of free shares each year after one year of service
  • 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays)
  • option to buy or sell up to an additional five days of annual leave
  • Financial & Mortgage Advice
  • 24-Hour Ecare
  • Cycle to Work Scheme
  • Flexible Working
  • Simply Health
  • Private Health Cover
  • Critical Illness Cover

Additional Information:

Job Posted:
May 15, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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