ivolve care & support
Helpdesk Analyst
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Job Title: Helpdesk Analyst
Salary: Up to £27,000 Per Annum
Location: Swansea, Wales (Hybrid- 3 days in the office)
Hours per week: 37.5 hours
Our Values
Our values reflect us all and they’re at the heart of everything we do. They set out our culture, the way we behave and the way we do things. Our colleagues are passionate, kind and resilient and they go the extra mile for the people we support and for each other. We have this expectation of all colleagues. As a Helpdesk Analyst, you’ll demonstrate these values in every interaction and contribute to a positive, supportive team environment.
Role Overview
Reporting to the Helpdesk Team Leader, you play a key part in ensuring the smooth operation of our systems and essential support to our colleagues.
- You apply your technical skills, problem-solving abilities, and customer service expertise to resolve issues promptly and effectively.
- You thrive in a fast-paced environment, enjoy troubleshooting technical challenges, and have a passion for delivering exceptional service.
Your Responsibilities
Working within application support, you will:
- Provide timely 1st line IT support to internal users for IT queries and incidents. Ensuring service levels are maintained to the highest standards.
- Create, delete and amend user accounts across IT-related systems and platforms.
- Identify, investigate and resolve basic IT issues efficiently, offering basic solutions and/or workarounds, minimising the number of calls being passed to other support teams.
- Update the ticketing system with high-quality information, allowing other colleagues to understand the status and actions performed, enabling downstream trend analysis. Escalate complex issues to the relevant team for further resolution.
- Proactively recognise and report trends to the relevant team for further attention.
- Assist with User Acceptance Testing (UAT) and other agreed IT maintenance tasks.
- Maintain accurate and comprehensive records of IT Assets
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
The Main Skills and Experience for This Role
Essential
- 1+ years in a customer service role (face-to-face, telephone-based, or similar).
- Strong communication and interpersonal skills, with the ability to explain processes clearly to non-technical users.
- A proactive and problem-solving mindset.
- Ability to prioritise and manage multiple tasks in a fast-paced environment.
- Basic IT literacy and willingness to learn IT systems and troubleshooting techniques.
- Ability to work well within a team and escalate issues when necessary.
- Honesty, reliability, trustworthiness, and a passion for delivering excellent service.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Desirable
- Previous experience working in a care sector or similar service-driven environment.
- Familiarity with Microsoft Office Suite (Outlook, Teams, Word, Excel) and other common business applications.
- Any basic IT knowledge or experience, such as setting up user accounts or troubleshooting simple issues.
Our Support
We go beyond expectations for our colleagues as well as the people we support. Our reward package includes much more than pay. Your birthday off with pay after a year of service and there is a £300 refer a friend scheme too!
In addition, we also offer the following:
- Industry-leading recognition
- Social, financial and emotional wellbeing
- Training and development to reach your potential
If you’re ready for a job that can truly make a difference and you’re up for a challenge, then this is the role for you!
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Location